Customer Experience Manager

About Upper Hand

Upper Hand is a vertical SaaS platform serving youth sports facilities and clubs across North America. We provide sports management software that helps facilities run their operations, from scheduling and registration to payments and member management. We're at an exciting inflection point as we have recently raised growth capital to help scale our customer base.

We are seeking a Customer Experience Manager to help us build a scalable and thoughtful customer-led experience as we grow. This high-impact role will own onboarding, customer enablement, and the early foundations of Customer Success, while partnering closely with Sales, Product, and Support to ensure customers achieve value quickly and consistently.

This is a hands‑on role for someone who enjoys building from scratch, bringing clarity to ambiguity, and shaping how customers experience our product from day one.

• Elevate Customer Onboarding Ownership: Take full ownership of the end‑to‑end new customer journey, from post‑sale handoff to the achievement of the customer’s "first value" milestone.
• Lead Training Strategy: Define and evolve the learning path for all customer training. This includes structuring the proper mix of “hands on” and on‑demand content to help move a customer from "beginner" to "activated".
• Optimize Onboarding Frameworks: Design, document, and continuously iterate on robust onboarding workflows, defining clear success criteria and key performance indicators (KPIs).
• Sales‑to‑Onboarding Handoff: Partner with Sales to establish and build seamless, handoff processes and ensure clear expectations are set with customers from the initial stages.

• LMS Governance (Upper Hand University): Evaluate existing LMS platform to ensure it can continue to meet business needs moving forward. Own and execute on the administration and technical roadmap of the LMS platform.
• In‑Product Guidance: Work closely with Product & Marketing to develop contextual self‑service resources.
• Content Architecture & Lifecycle: Drive decision‑making on what knowledge is taught via the LMS vs. what functionality should be made intuitive within the product. Oversee the content lifecycle (guides, FAQs, walkthroughs), ensuring materials are high‑quality and drive time‑to‑value.

• Establish Early Customer Insight Loop via Onboarding: Capture, synthesize, and share customer feedback across onboarding and adoption phases.
• Drive Needs‑Based Strategy: Proactively analyze data to identify macro‑level patterns in customer needs, root causes of friction points, and high‑impact feature requests. Translate these findings into actionable strategic recommendations.
• Influence Product
  
  Roadmap:
  
  Partner with Product to ensure customer insights inform roadmap discussions and prioritization.

• Process Ownership: Formalize key Customer Experience (CX) processes, including detailed workflows for onboarding and customer enablement.
• Develop Scalable CX Playbooks: Create and maintain a full suite of internal playbooks and knowledge resources essential for future CX team growth.
• Define Operational Excellence: Establish clear accountability by defining definitive ownership models, formal escalation paths, and efficient cross‑functional workflows.

• Drive Strategic Alignment: Act as the connective tissue between Sales, Product, and Support.
• Provide Customer Intelligence Visibility: Provide visibility into customer health, onboarding progress, and experience gaps.
• Empower Internal Teams: Support internal teams with customer context and insights.

• 5+ Years in Customer Education or Training: Minimum of five years of progressive experience in a Customer Success, Onboarding, Implementation, Customer Education, Technical Training, or professional services role in SaaS.
• Program Development Track Record: Proven history of successfully managing customer education programs that have driven measurable business outcomes.
• Strong communicator: Comfortable working directly with customers and internal…