Customer Experience Manager

4 weeks ago

New York, New York, United States Material Bank Full time

Job Description

We are seeking a strategic and results-driven Senior Manager, Customer Experience to lead our customer-facing teams and ensure an exceptional customer experience. In this role, you will manage and oversee the customer success and customer service operations, focusing on customer registration, vetting, onboarding, training, satisfaction, and engagement.

Key Responsibilities:

  • Lead and manage the Customer Success and Service teams, ensuring excellent service delivery and alignment with business objectives.
  • Develop and implement customer success strategies to improve customer communication, satisfaction, and engagement.
  • Monitor key customer success metrics, including customer vetting effectiveness, support resolution time, Net Promoter Score (NPS), customer lifetime value, and customer health scores.
  • Oversee the customer registration, customer vetting, onboarding, training, and support processes, ensuring a seamless experience from the first interaction.
  • Collaborate with cross-functional teams (sales, product, marketing, and site operations) to ensure the voice of the customer is represented in decision-making and product development.
  • Act as a customer advocate, providing feedback to internal teams on product improvements and service enhancements.
  • Drive continuous improvement initiatives across the customer success and service functions, optimizing workflows, tools, and processes.
  • Coach, mentor, and develop the customer success and service team, fostering a culture of excellence, collaboration, and accountability.
  • Escalate and resolve complex customer issues as necessary, ensuring timely and satisfactory outcomes.
  • Identify opportunities to drive engagement through products and services to existing customers in collaboration with the marketing team.

Requirements:

  • Bachelor's degree in Business, Customer Service, or related field (or equivalent experience).
  • 6+ years of experience in customer success, customer service, or account management, with at least 2 years in a leadership role.
  • Proven experience in managing and scaling customer success and support teams.
  • Strong knowledge of customer success platforms (e.g., Gainsight, Salesforce, Intercom) and analytics tools.
  • Excellent leadership and team-building skills, with a track record of developing high-performing teams.
  • Analytical mindset with the ability to translate data into actionable insights and strategies.
  • Exceptional communication and interpersonal skills, with the ability to influence internal and external stakeholders at all levels.
  • Strong understanding of customer success best practices and methodologies, including customer journey mapping and health scoring.
  • Experience in managing complex customer accounts, particularly in a B2B environment.
  • Knowledge of account expansion and revenue growth strategies.

What We Offer:

  • A dynamic and inclusive work environment.
  • Opportunities for growth and professional development.
  • A competitive salary and benefits package.
  • A generous PTO policy and flexible work arrangements.
  • The chance to work with a talented and passionate team.

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