Senior Manager, Customer Experience

Talkdesk•Dallas, TX

About The Position

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences. We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth. At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker. Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others. Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures. Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward. Talkdesker: YOU! The Senior Manager of Customer Experience is a senior people leader and customer advisor responsible for driving strong customer outcomes, technical execution, and value realization for a portfolio of Talkdesk’s enterprise and high-growth customers. This role blends direct people management with hands-on customer leadership to ensure successful adoption, optimization, and measurable business impact from the Talkdesk platform. The Senior Manager leads and develops a team of CX Managers, setting expectations for technical excellence, customer engagement, and value delivery. Acting as a trusted partner to senior customer stakeholders and internal cross-functional teams, this role plays a key part in driving customer retention, expansion, and long-term success.

Requirements

8+ years of experience in Customer Experience, Technical Account Management, Professional Services, Solution Consulting, or related roles within SaaS, CCaaS, or CPaaS environments.
2–4+ years of people management experience, including managing customer-facing technical roles.
Experience supporting enterprise or upper mid-market customers with complex environments.
Strong technical foundation, including APIs, CRM platforms (e.g., Salesforce), and cloud-based architectures.
Ability to engage confidently with senior customer stakeholders and internal leadership.
Experience managing complex customer programs and navigating delivery risk.
Strong ability to connect technical solutions to customer outcomes and business value.
Excellent communication, coaching, and stakeholder management skills.
Willingness to travel up to 20–25%

Nice To Haves

Experience with contact center or customer experience platforms preferred.

Responsibilities

Acts as the primary technical owner of the customer relationship, accountable for the experience end-to-end, from onboarding through renewal and expansion.
Serve as a senior technical and strategic advisor to customer stakeholders, guiding platform adoption, architecture decisions, and optimization strategies.
Provide guidance and oversight for complex onboarding, platform enhancements, and advanced feature deployments.
Partner with internal teams to translate customer business goals into scalable, secure technical solutions.
Apply and reinforce established best practices for enterprise CX delivery.
Build and maintain strong relationships with Director, VP, and C-level customer stakeholders.
Lead customer reviews focused on adoption progress, KPIs, value realization, and roadmap alignment.
Maintain oversight of complex customer initiatives, ensuring alignment across stakeholders and workstreams.
Proactively identify risks related to customer health, adoption, or delivery, and guide mitigation efforts.
Act as a point of escalation for customer-facing challenges, partnering with leadership as needed.
Support customer change management efforts to drive sustained adoption and outcomes.
Partner with Sales and Account teams to support renewals and expansion by demonstrating realized value.
Leverage customer insights and usage data to identify optimization and growth opportunities.
Contribute to customer success stories, references, and advocacy initiatives.
Align Talkdesk capabilities to customer transformation goals to reinforce commercial outcomes.
Manage, coach, and develop a team of CX Managers supporting enterprise and advanced customers.
Set clear performance expectations aligned to customer outcomes, adoption metrics, and delivery quality.
Coach team members on customer strategy, technical leadership, and consultative engagement.
Support hiring, onboarding, and ongoing development of CX talent.
Drive consistency and quality across customer engagements through shared playbooks, standards, and enablement.
Foster a culture of accountability, collaboration, and customer-first thinking.
Collaborate closely with Product, Engineering, Professional Services, Support and Sales teams.
Provide structured customer feedback to help inform product enhancements and CX improvements.
Participate in complex sales and expansion conversations as a technical and CX subject matter expert.
Support the evolution of CX processes, operating models, and best practices.

Benefits

Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP)
401(k) plan
Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs.
Talkdesk offers 14 paid holidays each year.
Employees have uncapped paid time off, subject to manager approval and consistent with business needs.

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