Lead Customer Experience Manager

7+ years in customer experience, customer success, or program management roles at a SaaS or technology company. Strong track record owning and managing NPS and CSAT programs or broader Voice of the Customer initiatives. Strong analytical skills with experience in data visualization and storytelling. Excellent communication and stakeholder management abilities across teams and leadership levels. Working knowledge of customer lifecycle metrics (ARR, churn, retention, health score). Experience using and integrating feedback into business and product strategy. Deep knowledge of surveying scales as it relates to global surveying and cultural nuances. Dedicated to elevating client and co-worker experiences. Adapt swiftly to new business demands. Excel in communication, effectively connecting in remote/hybrid environments. Exceptional coaching, mentoring, and people development skills.

Own and launch company-wide NPS and CSAT programs. Build the company's Voice of the Customer (VoC) program. Establish response workflows and feedback loops for insights. Partner with Product, Customer Success, and Support to identify and prioritize friction points. Develop a customer listening ecosystem. Work with Marketing Analyst to identify patterns and opportunities in CX data. Create dashboards and reports linking CX insights to KPIs. Present findings with actionable recommendations. Track CX initiatives' impact on revenue, retention, and churn. Partner with Customer Success for proactive engagement with detractors. Develop processes to collaborate with Product Management on roadmap prioritization. Support Operations in embedding CX metrics into business reviews. Build closed-loop feedback workflows. Develop scalable systems for collecting and classifying feedback. Continuously refine survey methodologies for global audiences.