Customer Experience Manager

Reports to: Director of Customer Experience

AtEntegrata, we help law firms turn data into decisions.

We deploy a turnkey datalakehouseplatform thatconsolidatessiloedlegal, operational, and financial data into single sources of truth, enabling unified reporting and AI-driven innovation.

Founded in 2023 and headquartered in Indianapolis,we’rea fast-growing, venture-backed

SaaS companyon a mission to be the data platform of choice for the top law firms in the world.

We are seeking a Customer Experience Manager to lead customer onboarding and technical implementation while serving as the project manager who keeps each engagement on track. Over time, you'll take ownership of the ongoing customer relationship and its continued growth.

• Onboard and Implement New Customers: Guide customers through the initial setup and implementation process as both the technical lead and the project manager. Build project plans, coordinate stakeholders, and monitor progress to ensure a seamless experience.
• Manage Multiple Engagements at Once: Juggle a portfolio of concurrent implementations & ‘live’ customers, prioritizing effectively and working efficiently as deadlines, customer needs, and internal dependencies shift.
• Operate in an Evolving Environment: Thrive in an environment where our processes are still maturing. Use good judgment to fill the gaps and help build repeatable playbooks and documentation as the company grows.
• Data Integrations and Use: Manage the integration of customer data into their Entegrata Lakehouse. Gather requirements for reporting and customer AI projects and drive new use cases for data usage.
• Own the Relationship and Drive Growth: Own the customer relationship and its outcomes across the full lifecycle using Customer Success best practices. Lead Executive Business Reviews, act on customer surveys, drive product stickiness and expansion, and serve as Voice of Customer to internal teams (Product, Engineering). Own Renewals & partner with Sales on expansions & upsells.
• Mentor and Share Knowledge: Support newer team members and contribute reusable templates and documentation as the team and its processes grow.

Occasional travel may be required (estimated 10-15%)

By month 3:

You have a solid working understanding of Entegrata's platform, implementation process, and current customer portfolio.

You're actively leading onboarding and implementation for at least one customer engagement, building project plans and coordinating stakeholders.

You've built working relationships with the customers and internal teams you support.

By month 6:

You're managing multiple concurrent implementations & live customers independently, prioritizing effectively as customer needs and deadlines shift.

You've helped mature the team's processes, contributing playbooks, documentation, or templates that make onboarding and implementation more repeatable.

By month 12:

You own a growing portfolio of customer relationships with a track record of driving adoption, renewals, and expansion.

You're a trusted Voice of Customer to Product and Engineering, and a go-to resource for newer team members.

You've taken ownership of a customer's data integration requirements and identified a new use case for reporting or data usage.

• Exceptional communication and problem-solving skills, with a consultative approach to customer engagement.
• Has executive presence: can own & confidently drive meetings with stakeholders of all types and personalities.
• Proven project management skills, comfortable building and managing project plans and driving multiple work streams to completion.
• Thrives in a fast-paced, high-growth environment where customer demand can run…