Manager, Customer Experience

3 weeks ago

Boston, Massachusetts, United States Seismic Software Full time

Please be aware we have noticed an increase in hiring scams potentially targeting Seismic candidates. Read our full statement on our Career's page.

Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic's platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, Australia and China.Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.


Seismic is looking for a Customer Experience Manager who will be a high-energy and a coaching-focused leader responsible for the growth and development of their team. The manager will create, develop, and support a collaborative and results-driven culture as well as an environment that allows individuals to thrive. They will also build strong cross- functional relationships within the Customer Support organization and the broader Seismic organization-interfacing regularly with sales, engineering and product.

Qualified candidates are experts in customer support with a demonstrated knack for building rapport with customers from diverse backgrounds and in a variety of situations. You develop and maintain leading product expertise, move fluidly between various tools and channels, and find the best solutions possible for our customers. You enjoy speaking with customers, and take pride in customer-facing work. You'll be a great candidate if you are able to quickly identify and solve problems for customers, have great communication skills, and a desire to work in a collaborative environment.

What you'll be doing:

  • Lead a team of 3-7 Customer Support Champions who correspond with our clients via email, live chat and phone.
  • Consistently coach and provide actionable feedback to promote career development while maintaining support standards.
  • Ensure individual and team goals are met, including inbound support metrics and CSAT
  • Assist with navigating resolutions to challenging incidents and customer escalations.
  • Participate in the hiring and onboarding process to continue growing our support team.
  • Serve as a thought leader, customer advocate and partner to your team and customers.
  • Cultivate a culture of engagement, ongoing learning, and high performance.
  • Collaborate with the Support Operations Team to optimize systems, processes, saved responses, and information dissemination to better support the platform.

What you bring:

  • 2+ years experience leading customer support teams in SaaS.
  • 5+ years of customer support or account management.
  • Experience hiring and training new employees.
  • Successful track record hitting and maintaining ambitious KPIs.

Our values:

Here at Seismic, we ignite growth for our company, industry, and people. We are enablement innovators seeking the best, brightest teammates who are mission-driven and empowered by our values.

  • We are inclusive.
  • We are vulnerable.
  • We seek to understand.
  • We strive for excellence.
  • We champion the customer.
  • We celebrate success.

What we have for you:

  • Take time to rest and recharge w/ paid time off, paid company holidays, and end of year company shutdown
  • Medical, dental, vision and 2x life insurance
  • Health Savings Accounts with $1,000 Single/$2,000 Family employer contribution and employer-paid disability plans
  • Fertility & family planning benefits
  • Paid parental leave and family caregiver leaves
  • Annual professional development reimbursement
  • Mental health support + Employee Assistance programs w/ free counseling sessions
  • 401k w/ employer match
  • Equity program and performance-based bonuses
  • Bring Your Own Device technology stipend
  • Seismic Cares Program w/ charitable donation matching
  • Nine Communities of Belonging (employee resource/affinity groups)
  • Access to free paid telemedicine
  • Pre-tax commuter benefits

#LI-DL1


If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at

Headquartered in San Diego and with employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft.

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

  • Customer Experience Associate

    2 weeks ago

    Boston, Massachusetts, United States DraftKings Full time

    We're defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming. Here, impossible isn't part of our vocabulary. You'll face some of the toughest but most rewarding challenges of your...

  • Customer Experience Associate

    3 weeks ago

    Boston, Massachusetts, United States DraftKings Full time

    We're defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming. Here, impossible isn't part of our vocabulary. You'll face some of the toughest but most rewarding challenges of your...

  • Customer Experience Receptionist

    1 week ago

    Boston, Massachusetts, United States Brilliant Earth Full time

    Customer Experience Receptionist (Full-Time) - Boston, MAThe Customer Experience Receptionist provides an exceptional experience for every Brilliant Earth customer while maintaining a premium showroom environment. You will serve as the initial representation of the company, greeting customers upon arrival and ensuring the best possible experience in our...

  • Manager, Customer Success

    3 weeks ago

    Boston, Massachusetts, United States Rapid7 Full time

    Manager, Customer Success, Public SectorThis key role within our Customer Success organization will be responsible for leading a team of Customer Success Managers in the care, retention and growth of our Public Sector customers. This person will help to refine and execute on our customer relationship strategy as well as drive key KPIs and high retention...

  • Customer Support Manager

    2 weeks ago

    Boston, Massachusetts, United States NOBULL Full time

    NOBULL is a wellness community that invites and challenges individuals who aspire to be a better version of themselves physically, mentally, and emotionally. Through footwear, apparel, nutrition and a winning mentality, we provide the plays and playbook for your personal pursuit of self-improvement. Our company is comprised of a small team of bright,...

  • Customer Support Manager

    2 weeks ago

    Boston, Massachusetts, United States NOBULL Full time

    NOBULL is a wellness community that invites and challenges individuals who aspire to be a better version of themselves physically, mentally, and emotionally. Through footwear, apparel, nutrition and a winning mentality, we provide the plays and playbook for your personal pursuit of self-improvement. Our company is comprised of a small team of bright,...

  • Guest Experience Manager

    3 weeks ago

    Boston, Massachusetts, United States CAVA Full time

    Guest Experience Manager (GEM) At CAVA, we make it deliciously simple to eat well and feel good every day. We are guided by a Mediterranean heritage that's been perfecting how to eat and live for four thousand years. We prioritize authenticity, curiosity and the pursuit of excellence in everything we do. We are working towards something big, together. We...

  • Guest Experience Manager

    2 weeks ago

    Boston, Massachusetts, United States CAVA Full time

    Guest Experience Manager (GEM) At CAVA, we make it deliciously simple to eat well and feel good every day. We are guided by a Mediterranean heritage that's been perfecting how to eat and live for four thousand years. We prioritize authenticity, curiosity and the pursuit of excellence in everything we do. We are working towards something big, together. We...

  • Customer Success Manager

    3 weeks ago

    Boston, Massachusetts, United States Rapid7 Full time

    Customer Success Manager (CSM) As a Rapid 7 Customer Success Manager (CSM), you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment. About the Team Responsible for overall success and satisfaction, the CSM's mission is...

  • Customer Success Manager

    2 weeks ago

    Boston, Massachusetts, United States Rapid7 Full time

    Customer Success Manager (CSM) As a Rapid 7 Customer Success Manager (CSM), you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment. About the Team Responsible for overall success and satisfaction, the CSM's mission is...

  • Customer Success Manager

    2 weeks ago

    Boston, Massachusetts, United States LinkSquares Full time

    LinkSquares is a fast-growing LegalTech software company, rated as one of "The Best Places to Work in 2023" by the Boston Business Journal and BuiltIn Boston. LinkSquares unlocks the full potential of legal teams at more than 1,000 companies, including Wayfair, TIME, ProPharma, the Boston Celtics, and Commvault with purpose-built, AI-powered technology to...

  • Customer Success Manager

    3 weeks ago

    Boston, Massachusetts, United States Bynder Full time

    Bynder goes far beyond managing digital assets. Our digital asset management platform enables teams to conquer the chaos of proliferating content, touchpoints, and relationships in order to thrive.With powerful and intuitive solutions that embrace the way people want to work, and a richly integrated ecosystem, We are the brand ally that unifies and...

  • Guest Experience Senior Manager

    2 weeks ago

    Boston, Massachusetts, United States TD Garden Full time

    The Opportunity Delaware North Boston Holdings is hiring a Guest Experience Senior Manager to join our team at TD Garden in Boston, Massachusetts. As a Guest Experience Senior Manager, you will be responsible for creating and driving the overall Guest Experience vision, strategy, and execution across multiple subsidiaries. Relocation services available for...

  • Guest Experience Senior Manager

    3 weeks ago

    Boston, Massachusetts, United States TD Garden Full time

    The Opportunity Delaware North Boston Holdings is hiring a Guest Experience Senior Manager to join our team at TD Garden in Boston, Massachusetts. As a Guest Experience Senior Manager, you will be responsible for creating and driving the overall Guest Experience vision, strategy, and execution across multiple subsidiaries. Relocation services available for...

  • Customer Success Manager

    2 weeks ago

    Boston, Massachusetts, United States Applied Systems Full time

    Job DescriptionTarmika, a division of the worldwide leader in insurance technology, Applied Systems, Inc., is currently searching for a Customer Success Manager who will manage and create strong relationships with insurance agencies that are utilizing the Tarmika rating platform for quoting small commercial businesses. In this role, you will focus on working...

  • Customer Success Manager

    3 weeks ago

    Boston, Massachusetts, United States Applied Systems Full time

    Job DescriptionTarmika, a division of the worldwide leader in insurance technology, Applied Systems, Inc., is currently searching for a Customer Success Manager who will manage and create strong relationships with insurance agencies that are utilizing the Tarmika rating platform for quoting small commercial businesses. In this role, you will focus on working...

  • Customer Success Manager

    3 weeks ago

    Boston, Massachusetts, United States Tines Full time

    Founded in 2018 in Dublin, Tines is a smart, secure workflow platform designed to automate any manual task, regardless of complexity. By automating workflows, Tines empowers frontline teams to reduce monotonous, manual work and free up valuable time and resources.Tines is an integrator across your entire stack - if it offers an API, Tines connects with it....

  • Customer Success Manager

    2 months ago

    Boston, Massachusetts, United States Motion Recruitment Full time

    An industry leader in the Telecommunications field is looking for a customer success manager to help the company manage their Saas buisness optimization platform. Candidates would joining the established Customer Success Team, alongside other managers. Ideal candidates for this role are able to utilize data analysis skills on a daily basis. Required Skills &...

  • Customer Success Manager

    3 weeks ago

    Boston, Massachusetts, United States Improvado Full time

    Improvado is an AI-powered, unified platform designed for marketing teams in medium to large-scale enterprises and agencies, who are looking to automate complex marketing intelligence and reporting to make decisions with ease. Improvado gathers, organizes, and untangles marketing data to deliver instant insights through BI and AI, helping to eliminate...

  • Lead Customer Success Manager

    2 weeks ago

    Boston, Massachusetts, United States APERIO Full time

    As APERIO continues to grow, we are seeking a Lead Customer Success Manager to join our team and play a crucial role in ensuring our customers achieve their goals while using our products. The Lead Customer Success Manager is part of APERIO's Customers & Product team and reports to the VP of Customers & Product. As Lead Customer Success Manager, you will...