Customer Experience Manager - Technical Training and Enablement

OpenEye•Liberty Lake, WA

2d•$80,000 - $110,000

About The Position

We are seeking a strategic and customer-obsessed Customer Experience Manager to lead and optimize the end-to-end customer journey with our products and services. This role will be responsible for shaping onboarding, training, and self-service resources including the knowledge base, ensuring customers enjoy a seamless and positive experience at every self-service touchpoint. The Customer Experience Manager will partner closely with Product Management, Product Marketing, Sales, and Technical Support teams to champion the voice of the customer across the organization and will manage a dedicated team. The Customer Experience Manager will report directly to the VP of Product and Marketing.

Requirements

3+ years’ experience in customer experience, customer education, or related customer-facing roles (ideally in SaaS or a tech environment)
Proven success in designing onboarding and training programs, managing a knowledge base, and leveraging customer feedback for continuous improvement
Experience working cross-functionally with Product Management, Product Marketing, Sales, and Support teams
Strong leadership, communication, and project management skills
Analytical mindset and passion for delivering measurable customer impact
Familiarity or interest in leveraging AI tools to optimize processes and deliver actionable, data-driven insights

Nice To Haves

Background in instructional design, technical writing, or customer journey mapping
Experience in physical security is preferred

Responsibilities

Design and deliver engaging customer onboarding and enablement programs—including materials, live/virtual training, and self-paced learning resources—that drive adoption and satisfaction.
Identify customer knowledge gaps and develop educational content and best practices for effective product use.
Oversee the creation, curation, and continual improvement of the customer knowledge base (help articles, FAQs, how-to guides, video tutorials).
Ensure resources are up to date, accessible, and reflective of customer inquiries and product changes.
Use tools available to analyze the customer experience, identifying friction points and opportunities to make improvements.
Collect, analyze, and present customer feedback and sentiment data to drive actionable insights and enhancements.
Work collaboratively with Product Marketing and Product Management on feature launches, ensuring customer-facing documentation, training, and onboarding evolve with the product.
Collaborate with Technical Support to identify trends in customer issues and proactively update resources and training to minimize recurring challenges.
Manage and mentor a team, fostering a high-performance and customer-focused culture.
Monitor key performance indicators such as NPS, CSAT, knowledge base usage, training participation, and onboarding success metrics.
Serve as an internal advocate for the customer, ensuring their perspective is heard and valued in decision-making.
Other Duties as Assigned

Benefits

The base pay range for this opportunity is $80,000 - 110,000. Additionally, this position is eligible for an annual discretionary bonus.
Employees are eligible to purchase company stock at a discounted rate.
Collaborative, fun, creative culture where idea sharing is encouraged
Casual dress (Jeans are welcome!)
Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
Up to $5,000 annual company match for 401k
Company paid short-term/long-term disability, AD&D and life insurance
Lifestyle Spending Account (LSA) to get reimbursed for your well-being needs
Paid maternity and paternity leave
Pet Insurance
Free annual membership to Care.com
Free access to the Headspace app for you and up to five friends and family members.
15 Days of Paid Vacation accrued per year (increases after year 3)
7 Paid Sick/Wellness days per year
9 Paid Holidays per year
Educational Assistance Program covering non-degree support, undergraduate and graduate degrees
Employee Equipment Program – Free Alarm.com system for your home!