Customer Experience Manager II

New

AirshipSaaS Customer Success

Remote - U.S.Full-TimeManager

Salary91,000 - 130,000 USD per year OTE

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Job Details

Experience: 4–6+ years of experience in SaaS customer success or account management
Required Skills: Account ManagementCross-functional collaborationRelationship managementCustomer SuccessSaaS

4–6+ years of experience in SaaS customer success or account management
Proven ability to manage accounts with moderate complexity and multiple stakeholders
Strong communication and presentation skills across operational and senior stakeholders
Experience delivering business reviews tied to measurable value
Ability to proactively identify risk and develop mitigation plans
Analytical mindset with ability to translate usage data into value narratives
Experience building relationships beyond day-to-day contacts
Comfort operating cross-functionally to drive customer outcomes
Experience experimenting with AI tools in your personal or professional life

Own the end-to-end post-sales lifecycle for a portfolio of mid-to-high complexity accounts
Lead onboarding by aligning on business objectives, defining success metrics, and establishing KPIs
Develop and maintain structured success plans tied to measurable outcomes
Connect product usage to business impact and communicate ROI clearly
Deliver value reviews to both operational stakeholders and emerging executive sponsors
Monitor customer health and proactively identify risks at least 6 months before renewal
Build multi-threaded relationships across functional teams and begin engaging executive stakeholders
Identify adoption gaps and drive action plans to improve usage and outcomes
Surface expansion signals and partner with Growth Managers on readiness and positioning
Prepare customers for renewal by ensuring value is documented, understood, and aligned to goals

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