Customer Experience Manager

Comp AI•Aventura, FL

13d•Onsite

About The Position

This role owns the customer relationship from signature onwards, managing support, product enablement, and light consulting to ensure customers achieve their desired outcomes. The company is experiencing rapid growth, particularly in the SMB and lower mid-market sectors, leading to an expansion of the Customer Experience (CX) team. The ideal candidate will set a high standard for customer satisfaction, proactively managing accounts to ensure high NPS and CSAT scores. This involves regular check-ins, proactive problem-solving, and skillfully handling complex customer situations to foster loyalty. The role also requires a technical aptitude to identify and propose automation opportunities for repetitive tasks and friction points, leveraging AI tools to enhance workflows and improve efficiency. The AI support agent is central to the role, requiring review and refinement of its responses and underlying knowledge base. Candidates are expected to use AI for tasks such as call preparation, summarizing account history, drafting content, and identifying patterns. A key aspect is identifying manual, repetitive tasks suitable for automation and advocating for their development. While AI assists in speed, the core responsibilities of judgment and relationship management remain with the individual.

Requirements

5+ years in customer-facing roles in tech (customer success, customer experience, or implementation at a B2B SaaS company, or client-facing technology consulting).
Very tech-savvy: ability to quickly learn new software, understand integrations, reproduce bugs, navigate cloud consoles, reason about permissions and basic APIs, and identify automation opportunities for manual processes.
High emotional intelligence (EQ): proven ability to de-escalate tense situations and turn frustrated customers into champions.
Exceptional organizational skills to manage a large book of accounts without losing track of details.
Data-driven approach: ability to use numbers to guide time allocation and identify trends.
Experience with both high-volume SMB books and larger, multi-stakeholder accounts, understanding the differences in approach.
Clear, concise, and warm writing skills for communication, particularly in Slack.
Comfortable handling hard conversations without a script.

Nice To Haves

Background in compliance, GRC, security, or audit.
Implementation or consulting delivery experience with technical or AI products.
Hands-on experience with automation tools, scripting, or tuning AI support agents.
Experience in an early-stage company where playbooks were developed from scratch.

Responsibilities

Own the customer relationship post-signature, including account health, NPS, and CSAT, from kickoff through renewal readiness.
Maintain regular check-ins with all accounts and participate in calls (kickoffs, check-ins, escalations, screen shares) as needed.
Set clear expectations at kickoff regarding observation periods, integration timelines, and audit requirements, and maintain a proactive update cadence.
Manage and resolve tense or complex customer situations, such as timeline delays or failed controls, turning dissatisfied customers into advocates.
Guide customers through platform features, policies, tasks, evidence collection, integrations (AWS, GCP, Azure, HR, device tools), and Trust Center setup.
Provide practical advice on framework questions, including auditor expectations for controls, evidence scoping, and understanding findings.
Adapt customer engagement strategies for both high-volume SMB accounts and more structured, multi-stakeholder lower mid-market accounts.
Develop playbooks, templates, and help content to streamline the onboarding process for new accounts.
Maintain organized account records, tracking status, next steps, and health at a glance.
Utilize data (NPS, CSAT, usage, ticket trends, milestone timing) to prioritize efforts and identify at-risk accounts proactively.
Use data to support product fix requests or process change proposals.
Identify repetitive tasks in support and onboarding and propose concrete automation opportunities (e.g., AI agent improvements, templates, triage rules).
Specify automation fixes and prioritize them, even without writing the code.
Handle support inquiries across Slack customer channels and Unthread, meeting first-response SLAs and using insights to reduce queue volume.
Collaborate with product, engineering, audit, and sales teams to resolve customer issues and provide timely answers.
Escalate product issues with detailed reproduction steps, track them to resolution, and communicate back to the customer.
Provide customer feedback on confusing aspects, missing features, or breaking issues to inform product decisions.
Identify expansion and churn signals and report them to the Account Management team.