Customer Experience Manager

Lusha.Co - Boston, MA

Full-time - Entry Level

Boston, MA

Food and Beverage Retailers

About the position

The Customer Experience Manager at Lusha plays a pivotal role in enhancing customer satisfaction and loyalty by understanding client needs and delivering tailored solutions. This position is integral to the company's mission of empowering B2B sales professionals globally, ensuring that every interaction aligns with the vision of delivering value and building long-term client relationships.

Responsibilities

• Manage a broad portfolio of accounts using a scalable approach, responding to customer needs and inquiries.
• Drive customer satisfaction, adoption, and foster growth by delivering a positive experience that maximizes product value.
• Lead webinars, engage with clients, and ensure clear communication.
• Monitor account health through reporting and automated emails, proactively addressing any risks.
• Collect and share valuable customer feedback with the Product team, advocating for enhancements aligned with user needs.
• Escalate complex technical issues to Solution Engineers as necessary, ensuring timely resolutions.
• Collaborate with the Account Management and Support team with any issues raised.

Requirements

• 1+ years as Account Manager / Customer Success Manager / Customer Support
• Experience in client-facing roles with the confidence to push back when necessary.
• Strong ability to work on high volumes and velocity.
• Analytical approach to problem-solving and process improvements.
• Experience using a CRM like Salesforce or Hubspot.
• Self-starter, results-oriented, process-oriented, and entrepreneurial.

Nice-to-haves

• Adaptable and comfortable with change.
• Ability to think strategically, identifying and creating innovative ideas.
• Strong work ethic, integrity, and desire to succeed.
• Ability to present and speak confidently in front of a group.

Benefits

• Opportunities for professional growth and development.
• Participation in unique projects and initiatives.
• Stake in the company's success and rewards as it expands and innovates.