Senior CX Manager

Role overview Lead technical delivery and customer success for large, complex enterprise accounts using cloud contact center and customer experience platforms. You will advise customer leaders, turn business goals into technical plans, and coordinate adoption and implementation work across customer and internal teams.

Responsibilities - Guide enterprise customers through complex onboarding, platform optimization, and advanced feature deployments across multiple products. - Define solution scope, technical roadmaps, and implementation plans that connect operational needs to business outcomes. - Manage technical initiatives end to end, including plans, issue prioritization, customer updates, risk mitigation, and escalations. - Build relationships with executive and operational stakeholders, and support business reviews on adoption, performance indicators, and return on investment. - Use platform activity and operational data to identify improvements and support customer renewals and expansion. - Coordinate with product, engineering, support, sales, and services teams; share customer feedback and help improve delivery practices.

Requirements - 7–10+ years in technical account management, professional services, customer success, solution consulting, or IT project management in a SaaS, contact center, or communications platform environment. - Track record delivering complex technical initiatives for enterprise customers. - Familiarity with APIs, CRM systems, and cloud enterprise platforms. - Experience scoping work, managing delivery plans, and coordinating projects across multiple workstreams. - Ability to connect technical recommendations to business goals and explain them clearly to senior stakeholders. - Strong analytical, problem-solving, written, and verbal communication skills; able to work through ambiguity. - Willingness to travel up to 25–30%.

Nice to have - Contact center or customer experience platform experience; exposure to financial services, healthcare, life sciences, retail, or consumer products. - Experience with agile or waterfall delivery methods; project management certification.

Benefits and work setup The listing describes a 401(k), 14 paid holidays, and paid time off. Time-off arrangements vary by employment classification and are subject to business needs and manager approval.