Manager, Customer Experience and Renewals
About The Position
The Manager, Customer Experience is a strategic people leader responsible for building, coaching, and scaling a high-performing team of Customer Experience Managers (CXMs). In this role, you will empower your team to lead the post-sale journey, from onboarding to long-term retention and expansion. You will serve as a mentor and escalation point, guiding your team in building strategic stakeholder relationships and articulating business value. You will lead the operational strategy for your region, ensuring accurate forecasting and driving team-wide adoption of AI-driven workflows to automate routine tasks and uncover growth opportunities. Your focus is on developing talent, optimizing the customer journey, and scaling our CX organization to accelerate customer outcomes and maximize operational efficiency.
Requirements
- Minimum of 5 years of experience in Customer Success and Renewals Sales, with at least 2 years in a direct people management role.
- Proven track record of scaling teams and managing organizational transitions in a high-growth SaaS environment.
- Expertise in SaaS retention strategies, commercial negotiations, and value-driven sales leadership.
- Strong proficiency in coaching teams on AI competencies, including LLM utilization and automated workflow building.
- Deep understanding of cloud security and networking industries; ability to translate technical concepts into business strategy.
- Exceptional mentorship and leadership skills with a focus on empathy, transparency, and results.
- Excellent problem solving skills with the ability to creatively achieve resolutions.
Responsibilities
- Directly manage and coach a team of CXMs, fostering a culture of high performance, accountability, and continuous learning.
- Drive career development initiatives, including regular 1:1s, performance reviews, and skill-gap analysis to prepare team members for growth.
- Oversee regional forecasting and pipeline hygiene in Salesforce, ensuring accurate reporting to leadership.
- Establish and optimize operational workflows, including the integration of AI tools for account quoting and automated lifecycle alerts.
- Act as the ultimate point of escalation for complex commercial negotiations, legal redlines, and commercial business issues.
- Maintain strong alignment with Sales, Product, and Support leadership to resolve friction points in the customer journey.
- Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
- Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.
- Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
- AI Problem Solving: The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.
Benefits
- Medical/Rx Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Accounts
- Commuter Spending Accounts
- Fertility & Family Forming Benefits
- On-demand mental health support and Employee Assistance Program
- Global Travel Medical Insurance
- Short and Long Term Disability Insurance
- Life & Accident Insurance
- 401(k) Retirement Savings Plan
- Employee Stock Participation Plan
- Flexible paid time off covering vacation and sick leave
- Leave programs, including parental, pregnancy health, medical, and bereavement leave
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
