We’re looking for a Mid-Market Customer Experience Manager to own a focused portfolio of customers end-to-end and help them get real value from our product.
Requirements
- Manage a high-touch portfolio of mid-market accounts and serve as the primary point of contact
- Build multi-threaded relationships across stakeholders and operate as a true partner to the business
- Define success criteria with customers and drive alignment against their operational and strategic goals
- Act as a trusted advisor by deeply understanding customer workflows, challenges, and industry context
- Guide customers on how to best leverage the product to improve operations and outcomes
- Provide a high-touch, thoughtful experience where customers feel supported, understood, and prioritized
- Operate with a partnership mindset—helping customers solve problems, not just use software
- Play an active role during onboarding and implementation, especially for more complex accounts
- Lead working sessions to support workflow design, configuration, and best practices
- Ensure customers are set up for long-term success from day one
- Translate product capabilities into real operational outcomes
- Identify gaps in usage and proactively recommend improvements
- Continuously reinforce and prove the value customers are getting from the platform
- Run structured check-ins and lead high-quality Quarterly Business Reviews (QBRs)
- Prioritize your time intentionally to ensure the right accounts receive the right level of attention
- Stay ahead of risks, issues, and opportunities across your book
- Deliver hands-on training tailored to customer workflows and use cases
- Drive adoption of new features through targeted 1:1 engagement and structured rollout strategies
- Ensure customers continuously expand how they use the product over time
- Conduct strategic customer engagements, including onsite visits when appropriate
- Prepare and lead insight-driven conversations that go beyond status updates
- Use in-person and virtual interactions to strengthen relationships and drive measurable outcomes
- Surface customer feedback, product gaps, and workflow challenges with clear context
- Partner with Support, Product, and Engineering to escalate and resolve issues
- Ensure customers feel heard and maintain clear, consistent communication
- Contribute to shaping product direction through structured, high-impact feedback
- Support engagement initiatives like advisory boards, user groups, and customer events
- Share best practices and insights across customers to strengthen the broader ecosystem
- Help build a stronger connection across the customer base over time
- Collaborate closely with Sales, Product, Support, and Implementation teams
- Reinforce value during renewals and key customer moments
- Help improve the overall customer experience across the lifecycle
- Partner with Sales early in the deal cycle to understand customer needs, workflows, and success criteria
- Act as a light solutions engineer by helping validate product fit, workflows, and use cases during the sales process
- Build early relationships with key stakeholders to ensure a smooth transition from sale to onboarding
- Provide continuity from pre-sale through implementation and long-term success
- Help set clear expectations with customers around product capabilities, workflows, and outcomes
Benefits
- Competitive salary range
- Flextime, recognition, and support for autonomous work
- Health benefits
- 401k
