Customer Experience Manager
New
C
CamundaB2B SaaS
Location: Remote
United States: $138,900.00 to $223,900.00
United Kingdom: £87,200.00 to £143,400.00
Singapore: S$172,500.00 to S$258,700.00
If you’re based elsewhere, you’ll be hired via Remote.com (our global employer partner)Full-TimeManager
Salary138,900 - 223,900 USD per year total compensation
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Job Details
- Experience
- 5+ years of experience
- Required Skills
- Project ManagementData AnalysisSalesforceTableauStakeholder managementCustomer Success
Requirements
- Ability and/or willingness to use our product.
- 5+ years of experience in B2B SaaS in roles such as Customer Success, Customer Experience, Customer Marketing, or similar roles.
- 5+ years of hands-on experience building digital-first, omni-channel programs with a consistent record of improving customer adoption, health, and retention, and of crafting compelling and impactful customer engagements.
- A customer-obsessed, execution-focused mindset, with curiosity about process orchestration and automation and a willingness to learn and use Camunda.
- Strong customer-facing copywriting skills, with the ability to make complex concepts simple, clear, and actionable.
- Solid project and stakeholder management skills, with experience coordinating cross-functional work, managing competing priorities, and driving accountability in a fast-paced, distributed environment.
- Expertise identifying trends through data analysis and turning insights into actionable outcomes, as well as experience working with customer success and analytics tools like Gainsight Journey Orchestrator, Salesforce, Tableau, and others.
Responsibilities
- Design, execute, and continuously optimize digital-first lifecycle programs using customer data, journey insights, and automation & orchestration to deliver the right content, to the right person, at the right time.
- Own and maintain customer journey maps across key lifecycle stages, identifying gaps, moments of friction, and opportunities to improve the end-to-end customer experience in partnership with cross-functional teams.
- Support the execution and evolution of the Voice of the Customer (VoC) program by managing listening posts, synthesizing feedback, and helping translate insights into actionable improvements.
- Build and maintain communication calendars and cadences, ensuring tight alignment with key customer milestones, product launches, and internal stakeholders.
- Create and optimize customer-facing copy (email, in-app, portal, community, and more) that drives product adoption, engagement, and value realization.
- Translate journey insights and customer feedback into actionable programs, communications, and experience improvements that drive adoption and reduce customer effort.
- Collaborate with Customer Success, Support, Product, and Marketing to ensure a cohesive, low-effort customer experience across digital and human touchpoints.
- Measure, analyze, and report on program performance and business impact (e.g., adoption, engagement, satisfaction, retention), and provide clear recommendations and roadmaps for course corrections and continuous improvement.
- Own day-to-day project and program management for CX initiatives, including scoping work, managing timelines and dependencies, and ensuring on-time, high-quality delivery.
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