Customer Experience Champion

Expensify; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Starting salary of £70,000 - £110,000

Pension matching

100% medical/dental/mental health support

$20k annual family planning benefit

Relocation reimbursement

Paid parental leave

Flexible vacation policy

Job summary

A leading expense management platform based in the UK is seeking a Customer Experience Generalist to join their team. This role involves managing key customer relationships and leading a team of support agents. The ideal candidate will have a strong background in account management and a passion for fostering customer satisfaction in a fast-paced environment. Responsibilities include overseeing enterprise accounts, coaching team members, and executing strategies to enhance retention and upsell services.

Qualifications

• 3+ years in SaaS B2B environments with account management experience.
• Proven track record managing customer retention and expansion metrics.
• Strong written communication skills for documentation and cases.

Responsibilities

• Oversee a dedicated book of business with high-value enterprise customers.
• Lead and coach a pod of support agents managing SMB accounts.
• Develop and execute churn mitigation strategies.

Skills

Customer relationship management

Technical troubleshooting

Written communication

Coaching and mentoring

Problem-solving

Tools

HubSpot

Accounting software

APIs

Job description

A leading expense management platform based in the UK is seeking a Customer Experience Generalist to join their team. This role involves managing key customer relationships and leading a team of support agents. The ideal candidate will have a strong background in account management and a passion for fostering customer satisfaction in a fast-paced environment. Responsibilities include overseeing enterprise accounts, coaching team members, and executing strategies to enhance retention and upsell services.