Remote job
Customer Experience Manager
Job details
About this role
Role overview
Lead customer experience measurement and insight work, turning feedback into recommendations that improve satisfaction and loyalty. The role spans customer review coordination, analysis of survey results and other feedback, and communication of findings to leaders and cross-functional teams.
Responsibilities
- Coordinate recurring customer review sessions with engagement leaders and customer stakeholders. - Collect survey responses through meetings, email, and project teams, maintaining consistent processes and strong response rates. - Analyze CSAT, NPS, and other quantitative measures to identify trends, concerns, and progress against goals. - Categorize written feedback, identify recurring themes, and translate findings into practical recommendations. - Build reports and dashboards, present results to senior stakeholders, and facilitate experience review meetings. - Connect customer sentiment to business impact through clear narratives and presentations.
Requirements
- At least 3 years of experience in customer experience, professional services, or customer relationship management. - Understanding of customer experience methods and feedback management platforms or CRM systems. - Strong analytical, statistical reporting, and data interpretation skills. - Clear written and verbal communication, including experience presenting to senior leaders. - Excellent time management and ability to prioritize work across multiple engagements. - Comfort working across functions in a startup environment; familiarity with AI tools for operational efficiency.
Nice to have
- Experience with survey platforms such as Qualtrics or SurveyMonkey and data visualization tools. - Familiarity with cloud services, industry trends, basic analytics, or an entry- to mid-level cloud certification.
Benefits and work setup
- Fully remote work, with compensation paid in USD; travel may be required up to 25% depending on business needs. - Flexible paid time off and generous holidays, phantom equity, peer bonus awards, and support for exams and certifications. - Laptop and work tools, an equipment and office stipend, an individual development plan, and an annual learning stipend.