Primary Job Template

Quince

About The Position

Quince’s B2B team is building a world-class customer experience to match the quality, value, and ambition of our products. We’re seeking a Senior Manager of Customer Experience to own and scale the end-to-end customer experience across all customer-facing projects for B2B customers. This role will lead our Project Management function, manage and develop a growing team of Team Leads & Project Managers, and be accountable for delivering exceptional outcomes including 4.8+ CSAT, same-day responsiveness, and consistent execution as the business scales from 8 to 9 figures in revenue. This is a highly hands-on role with both strategic and operational ownership. You will define and execute on how customer experience is delivered at scale, building the playbooks, systems, and team that enable Quince to grow without sacrificing quality. You will report to the GM of the B2B business and will partner closely with Sales, Operations, and our CRM Team to ensure customer commitments are met with precision and care. This role is ideal for a builder-leader who thrives in ambiguity, sets a high bar for service excellence, and knows how to translate customer expectations into scalable team execution.

Requirements

8–12+ years of experience in customer experience, customer success, operations, or project management in a high-growth environment working with high profile clients.
Proven experience leading and scaling 20+ person customer-facing teams, including managing managers or senior ICs.
Track record of owning CSAT, SLA, or customer satisfaction metrics at scale ($100M+ businesses)
Track record of running towards customer issues with a high sense of accountability and ownership. Must be able to roll your sleeves up and do the work.
Strong operational mindset — you can design processes, define standards, and ensure consistent execution without assistance.
Tech savvy with strong experience in HubSpot, Slack, and Replit. Must be able to create your own dashboards and automations to drive efficiency across your team from scratch, with little oversight. Must have experience using ai and automation.
Exceptional people leadership skills, with experience hiring, coaching, and developing high-performing teams
Excellent written and verbal communication skills; able to set clear expectations internally and externally.
Client facing, clear writing is a must.
Ability to thrive in ambiguity and build structure where none exists
Strong cross-functional partner who can influence without formal authority
Bias toward action, ownership, and continuous improvement

Responsibilities

Leading and scaling the Project Management organization, growing the team from ~6 to 20+ FTEs as the business scales from 8 to 9 figures in revenue.
Developing a rigorous and flexible headcount forecast taking into account projects of varying complexity.
Owning customer experience outcomes, including CSAT (target 4.8+), responsiveness SLAs, and end-to-end customer satisfaction.
Designing and implementing the operating model for customer experience and project execution at scale.
Developing standardized playbooks for customer onboarding, project execution, escalation management, and communication working alongside our sales, project management, and CRM team.
Partnering cross-functionally with Sales, Operations, Product, Engineering, and Supply Chain to deliver a seamless customer journey
Establishing performance management frameworks, metrics, and dashboards to track team effectiveness and customer outcomes
Acting as the escalation owner for complex or high-impact customer issues
Continuously improving processes, tooling, and training to increase efficiency without compromising service quality
Onboarding all new Project Managers and creating the Onboarding experience.
Hire, lead, coach, and develop a team of Project Managers, setting clear expectations, goals, and growth paths and driving accountability towards.
Define and operationalize customer experience standards, including SLAs, communication cadences, and escalation protocols
Create the mechanism to capture true CSAT and own CSAT performance and customer feedback loops, translating insights into actionable improvements.
Build and maintain internal customer experience and project management playbooks and templates that enable consistency and scalability. Own and update all macros and automated replies with a unified, clear voice.
Build and maintain external customer facing FAQs to lower contact rate.
Ensure same-day responsiveness across customer touchpoints by designing workflows, coverage models, and accountability mechanisms. Leverage the use of ai to drive down contact rate and increase CX team efficiency.
Partner with Sales on customer handoffs and expectation-setting to ensure smooth transitions post-close
Collaborate with Operations and Supply Chain to proactively identify risks and resolve issues before they impact customers
Design onboarding and training programs that ramp new PMs quickly and maintain a high quality bar as the team scales
Identify gaps in tooling or systems and partner with Product and Engineering to drive solutions
Relentlessly simplify and streamline processes, reducing touchpoints per interaction.
Serve as a hands-on leader when needed, stepping into projects or escalations to model excellence