Customer Experience Manager

Leadoo Marketing Technologies; United Kingdom; On-site; GBP 44,000 - 47,000; Full time

Benefits offered by this job

Private medical insurance

Life insurance

Mobile stipend

Employee referral program

Collaborative culture

Global connections

Job summary

Leadoo Marketing Technologies is seeking a Customer Experience Manager to scale the UK digital customer journey for the low-touch segment. You will work with CS, Support and Product to deliver consistent, high‑quality communications across the lifecycle and help customers succeed with Leadoo AI at scale.

You’ll own automated journeys in Gainsight, craft content for customers of varying seniority, and use engagement data to identify opportunities for improvement.

Qualifications

• Fluency in English is required.

Responsibilities

• Own and continuously develop the digital customer journey for the low-touch segment, ensuring relevant, timely and valuable communication across the lifecycle.
• Plan, build, send and maintain automated customer communication and email journeys in Gainsight, optimizing messaging, timing and targeting.
• Plan and create content for customer communications, keeping customers informed and engaged with product capabilities and best practices.
• Identify opportunities to improve the digital customer experience and automate journeys for scalable delivery.
• Monitor and improve journeys based on customer needs and feedback.
• Develop a strong understanding of the Leadoo AI platform to translate capabilities into practical customer value.
• Provide proactive guidance and optimization recommendations to customers.
• Assist digital/low-touch customers with questions via Intercom when needed.
• Collaborate with Customer Success, Support and Product to scale journeys and self-service experiences.

Skills

Digital CS

Lifecycle marketing

Marketing automation

Content creation

Gainsight

Intercom

Analytics

Team collaboration

SaaS experience

English fluency

Tools

Gainsight

Intercom

Job description

Our UK market is growing fast, and we're looking for driven individuals to help take it to the next level.

We've also recently evolved our global Customer Success organisation to better support customers across the entire customer journey. The function now includes three dedicated teams: PS, AM, TAM, Support, CX and Exp AEs working together across Finland, the UK, and Sweden to deliver exceptional customer outcomes.

As a Customer Experience Manager, you'll play a key role in scaling how we our customers via digital segment, working closely across all three teams to deliver a consistent, high-quality experience.

As a Customer Experience Manager, you'll own and continuously develop the digital customer journey for our digital customer segment, ensuring customers receive relevant, timely and valuable communication throughout their lifecycle. Your mission is to help these customers succeed with Leadoo AI's platform at scale, through smart automation, strong content, and proactive digital guidance, while also stepping in with hands‑on support when it adds the most value.

Key Responsibilities

• Journey Ownership: Own and continuously develop the digital customer journey for our low-touch segment, ensuring relevant, timely and valuable communication throughout the customer lifecycle.
• Automation & Optimization: Plan, build, send and maintain automated customer communication and email journeys in Gainsight, continuously optimizing messaging, timing and targeting.
• Content Creation: Plan and create content for customer communications, helping customers stay informed, engaged and aware of relevant product capabilities, best practices and opportunities to get more value.
• Scalable Experience Design: Identify opportunities to improve and automate the digital customer experience, ensuring low-touch customers are served efficiently and consistently at scale.
• Continuous Improvement: Monitor and continuously improve customer journeys and communications based on customer needs, feedback, engagement and identified opportunities.
• Product Expertise: Develop a strong understanding of the Leadoo AI platform and tools, translating product capabilities into clear, practical guidance and value for customers.
• Proactive Guidance: Help customers get the most out of Leadoo AI tools through best practices, optimization recommendations and proactive digital communications.
• Targeted Support: Occasionally meet with digital/low-touch customers to provide advisory support and guidance, and support customers through Intercom for questions on product usage and best practices.
• Collaboration: Work closely with Customer Success, Support, Product and other teams to identify recurring customer needs and turn them into scalable journeys, communications and self-service experiences.

Who You Are

• Fluency in English is required. Any other additional languages such as Finnish and Swedish is an advantage.
• You have experience in a digital customer success, marketing automation, lifecycle marketing, or customer communications role, ideally in SaaS, MarTech, in-house marketing, or a digital/marketing agency.
• You understand marketing principles and feel confident creating content and guidance for customers of varying seniority.
• Experience with marketing automation or customer engagement platforms (e.g. Gainsight or similar) is a strong advantage.
• Experience with customer communication platforms (such as Intercom or similar) is a strong advantage.
• Strong organisational skills, with the ability to manage multiple journeys, campaigns and priorities at once.
• You are a team player who thrives in a collaborative environment, working closely with Customer Success, Support and Product.
• Professional experience or educational background in Marketing is an advantage.
• You're naturally curious and customer-obsessed, you love understanding customer needs and turning them into scalable solutions.
• You're analytical and comfortable using engagement data to identify patterns, trends and opportunities for improvement.
• You're proactive, adaptable, and thrive in a fast-moving environment.
• You're excited by the opportunity to own the digital customer journey and grow it at scale.
• Ideally, you have working knowledge of Gainsight or any other CSP

What We Offer

• Annual base salary: GBP 44,400 - 46,800 (+ team bonus based on NRR target).
• Work-Life Balance: work from home, based in the UK, with occasional team meet ups.
• Private medical insurance and life insurance for your peace of mind.
• Mobile subscription budget to keep you connected.
• Employee referral program with attractive rewards for successfully referred candidates.
• Collaborative Culture: Thrive in a scale-up-inspired environment with the added support of an international leader.
• Global Connection: Attend our annual kick-off event and connect with colleagues from Finland, the UK, Sweden and Spain.