Customer Experience Manager

Location(s)

This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays.

As a Client Experience Manager, you are the accountable owner of the post-onboarding client experience. The role thrives inside the product, investigating real issues, and resolving them with precision. It is equal parts reactive and proactive: you own the support queue, treat recurring problems as programs to solve, and act as the trusted face for clients across multi-year relationships.

This role is ideal for someone who is naturally inquisitive, a great problem solver, and an empathetic communicator, just as comfortable digging through logs as presenting outcomes to a client's leadership team.

• Client Support
  :
  Own the support queue end to end. Triage, respond, resolve, and track issues to closure across every organization we serve.
• Issue Investigation
  :
  Reproduce client-reported issues and research logs to root cause before escalating.
• Partnership
  :
  Hand off to engineering and product with clean, reproducible, high-signal detail, including steps, logs, expected versus actual behavior, and impact.
• Own Outcomes, Not Just Tickets
  :
  Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable solutions rather than one‑off fixes.
• Insight Generation
  :
  Synthesize patterns across tickets into clear themes and recommendations on a regular cadence.
• Client Training
  :
  Deliver enablement sessions, feature walkthroughs, and best‑practice guidance, and build the documentation and runbooks that prevent repeat questions.
• Implementation Support
  :
  Partner with the implementation team during onboarding to train clients and help new users get fluent quickly.
• Proactive Engagement
  :
  Stay ahead of clients through a regular meeting cadence, weekly or biweekly as needed, plus follow‑up as needed.

• Eager to become a subject‑matter expert in the product and disputes, and quick to ramp on hard domains.
• Strong problem‑solving skills with a structured approach to breaking down problems.
• An excellent written communicator who can make a complex dispute issue legible to clients and teammates.
• Comfortable in an early‑stage environment, building process while doing the work.
• Great presence and professional composure, especially when an issue is live and the stakes are high.