Lead Customer Experience Manager

About the role

Appfire is seeking a strategic, data-driven and customer-obsessed Lead Customer Experience (CX) Manager to lead our efforts in building our Customer Experience practice. This is a foundational hire who will define and operationalize how we measure, understand, analyze, and improve customer satisfaction, loyalty and advocacy. This role owns our Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs-driving actionable insights and cross-functional improvements that enhance the end-to-end customer journey.

You'll collaborate closely with Customer Success, Support, Channel, Product, and Marketing to turn unstructured customer feedback into executive ready insights and measurable business impact. This role will report to the VP, Product Marketing within the larger Marketing organization.

Your everyday tasks will include:

* CX Program Design & Voice of the Customer (VoC)

* Own and launch company-wide NPS and CSAT programs, including survey design, tooling, timing, segmentation strategy, and reporting.

* Build the company's Voice of the Customer (VoC) program by establishing systems for collecting, analyzing, and activating customer feedback across all lifecycle stages.

* Establish response workflows and feedback loops to ensure insights translate into tangible improvements across teams.

* Partner with Product, Customer Success and Support teams to identify and prioritize friction points and drive resolution.

* Develop customer listening ecosystem (surveys, interviews, in-app messaging, community insights, etc.) to measure satisfaction at key lifecycle moments.

Data Analysis & Reporting

* Work with the Marketing Analyst to identify patterns, root causes, key themes and opportunities for improvement across collected NPS and CSAT data.

* Create dashboards and recurring reports for leadership and functional stakeholders, linking CX insights to revenue, retention, churn, and expansion KPI.

* Present findings with actionable recommendations tied to customer retention, expansion, and advocacy metrics.

* Track the impact of CX initiatives on revenue retention, renewal, and churn rates.

Cross-Functional Collaboration

* Partner with Customer Success to ensure proactive engagement and follow-up with detractors.

* Develop and implement a process to collaborate with Product Management, ensuring validated customer insights are incorporated into roadmap prioritization.

* Work with Marketing to leverage promoter feedback for case studies, reviews, and referral programs.

* Support Operations in embedding CX metrics into business reviews,OKRs and executive dashboards.

Process Optimization

* Build closed-loop feedback workflows (ex: notifying CSMs or Support of detractor responses) for rapid response and prioritization

* Develop scalable systems for collecting, tagging, and classifying feedback by theme or product area.

* Continuously refine survey methodologies for global audiences, to improve response rates and data reliability.

Skills and experience you'll need to succeed:

* 7+ years in customer experience, customer success, or program management roles at a SaaS or technology company.

* Strong track record owning and managing NPS and CSAT programs or broader Voice of the Customer initiatives.

* Strong analytical skills with experience in data visualization and storytelling.

* Excellent communication and stakeholder management abilities across teams and leadership levels.

* Working knowledge of customer lifecycle metrics (ARR, churn, retention, health score).

* Experience using and integrating feedback into business and product strategy.

* Deep knowledge of surveying scales as it relates to global surveying and cultural nuances.

Beyond the resume skills that match our culture and this role:

* You are dedicated to elevating client and co-worker experiences, knowing that exceptional work centers on serving others.

* You adapt swiftly to new business demands, understanding that change fuels collective and individual growth.

* You excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events.

* You have exceptional coaching,…