Senior Manager, Customer Experience

Material Bank - New York, NY

Full-time - Senior

Hybrid - New York, NY

About the position

The Senior Manager, Customer Experience will lead customer-facing teams to ensure exceptional service delivery and customer satisfaction. This role involves managing customer success and service operations, developing strategies for customer engagement, and fostering long-term relationships to maximize customer value from products and services.

Responsibilities

• Lead and manage the Customer Success and Service teams, ensuring excellent service delivery and alignment with business objectives.
• Develop and implement customer success strategies to improve customer communication, satisfaction, and engagement.
• Monitor key customer success metrics, including customer vetting effectiveness, support resolution time, Net Promoter Score (NPS), customer lifetime value, and customer health scores.
• Oversee the customer registration, customer vetting, onboarding, training and support processes, ensuring a seamless experience from the first interaction.
• Collaborate with cross-functional teams (sales, product, marketing, and site operations) to ensure the voice of the customer is represented in decision-making and product development.
• Act as a customer advocate, providing feedback to internal teams on product improvements and service enhancements.
• Drive continuous improvement initiatives across the customer success and service functions, optimizing workflows, tools, and processes.
• Coach, mentor, and develop the customer success and service team, fostering a culture of excellence, collaboration, and accountability.
• Escalate and resolve complex customer issues as necessary, ensuring timely and satisfactory outcomes.
• Identify opportunities to drive engagement through products and services to existing customers in collaboration with the marketing team.
• Prepare and present reports on customer success performance, including insights on trends, risks, and opportunities, to senior leadership.

Requirements

• Bachelor's degree in Business, Customer Service, or related field (or equivalent experience).
• 6+ years of experience in customer success, customer service, or account management, with at least 2 years in a leadership role.
• Proven experience in managing and scaling customer success and support teams.
• Strong knowledge of customer success platforms (e.g., Gainsight, Salesforce, Intercom) and analytics tools.
• Excellent leadership and team-building skills, with a track record of developing high-performing teams.
• Analytical mindset with the ability to translate data into actionable insights and strategies.
• Exceptional communication and interpersonal skills, with the ability to influence internal and external stakeholders at all levels.

Nice-to-haves

• Experience in SaaS or other tech-driven industries.
• Strong understanding of customer success best practices and methodologies, including customer journey mapping and health scoring.
• Experience in managing complex customer accounts, particularly in a B2B environment.
• Knowledge of account expansion and revenue growth strategies.

Benefits

• Generous PTO, Sick Days, Paid National Holidays.
• Medical, dental, vision, and short-term/long-term disability plans.
• 401(k) eligible after your first 90 days employed.
• Time off to give back to the community through sponsored events.
• Flexible work schedules with a hybrid working model.