Senior Customer Experience Manager (Bristol, hybrid - up to £60k plus 10% bonus)

CareScribe; Bristol; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A growing technology company in Bristol is seeking a Senior Customer Experience Manager to lead a new Customer Experience team. This role involves developing strategies to enhance customer satisfaction and retention. The ideal candidate will have a strong background in customer success and experience in a SaaS environment. Competitive salary ranges from £50,000 to £60,000, plus a 10% bonus, with opportunities for professional growth.

Benefits

£250 annual learning allowance

5% pension contribution

25 days holiday plus bank holidays

Qualifications

• Strong strategic thinker with a track record of delivering CX pathways that drive retention, renewals, and growth.
• Experienced in leading multi-functional Customer Experience teams in a SaaS or tech environment.
• Skilled in building and scaling teams, processes, and systems in a high-growth company.

Responsibilities

• Define and deliver CareScribe’s Customer Experience strategic pathway.
• Build, scale, and lead a high-performing team.
• Design and implement onboarding, adoption, and renewal frameworks.

Skills

Strategic thinking

Leadership

Customer insight analysis

SaaS customer lifecycle understanding

Team building

Tools

HubSpot

Job description

Senior Customer Experience (CX) Manager

At CareScribe, we design technology that helps people work smarter, communicate better, and create more inclusive environments. What started as a mission to make workplaces and education more accessible has grown into building tools that boost productivity, focus, and connection for everyone.

Our products, Caption.Ed and TalkType, help people capture, transcribe, and interact with spoken content in real time. They are used by businesses, educators, and individuals worldwide to reduce meeting fatigue, improve accuracy, and make communication more inclusive and accessible.

For us, every customer interaction matters - and that’s where you come in.

Where you come in

We’re looking for a strategic and hands-on Senior CX Manager to lead a newly formed Customer Experience team, bringing together Customer Success, Support, and Partnerships into a unified function. You’ll own the post-sale journey for our customers, ensuring they get maximum value from our products while building lasting partnerships and loyalty.

Reporting to the Revenue Director, you’ll take the lead in delivering the Customer Experience strategy, setting the standard for value at every customer touchpoint. This role blends strategy and action - embedding a customer‑first culture, building alignment, and scaling processes that drive growth.

You’ll lead a team of Customer Success Managers, Customer Support Representatives, and our Partnerships Specialist, integrating existing functions into a cohesive approach. You’ll shape ways of working, design frameworks, and empower the team to deliver ambitious customer experience goals.

This is a role for someone who thrives in a fast‑moving start‑up, enjoys bringing teams together, and confidently leads change, while keeping a clear focus on delivering an exceptional experience for customers.

At CareScribe, we value collaboration, curiosity and making the customer voice central to everything we do. This is where you come in:

What you’ll be doing

• Define and deliver CareScribe’s Customer Experience strategic pathway, aligning Customer Success, Support, and Partnerships into a unified function.
• Build, scale, and lead a high‑performing team, developing people, building capability, and embedding a customer‑first culture.
• Lead change and embed a customer‑first culture across the organisation.
• Design and implement onboarding, adoption, and renewal frameworks to ensure customers realise value quickly.
• Develop customer health scoring and advocacy programmes to improve retention and drive growth.
• Drive advocacy through case studies, testimonials, and reference customers.
• Capture and share customer insights to influence product, engineering, and go‑to‑market strategy.
• Oversee the delivery of training programmes for trainers and partners.
• Manage escalations and ensure customer satisfaction through empathy and resolution.
• Oversee partnerships as part of the wider Customer Experience remit, ensuring alignment and delivering agreed outcomes.

About you

• Strong strategic thinker with a track record of delivering CX pathways that drives retention, renewals and growth.
• Experienced in leading multi-functional Customer Experience teams in a SaaS or tech environment.
• Skilled in building and scaling teams, processes, and systems in a high-growth company.
• Commercially minded, able to link customer outcomes to revenue growth.
• Uses customer insight to shape strategy and influence business direction.
• Thrives in a fast‑moving start‑up environment and can bring clarity to complexity.
• Experienced people manager who shapes teams, builds capability, and fosters a customer-first culture.
• Deep understanding of the SaaS customer lifecycle.
• Proficient in customer success and support tools; HubSpot experience is a plus.
• Exposure to partnerships as part of a broader customer experience remit, with willingness to grow this expertise.
• Experience developing or overseeing customer and partner training initiatives.

What we offer

The salary for this role ranges from £50,000 to £60,000 (depending on experience) plus a 10% bonus. You'll be based in our modern office next to Temple Meads Station, with two in-person days a week.

At CareScribe, we believe great people thrive when they’re supported, whether that’s through learning, flexibility, wellbeing, or simply feeling part of our community:

Growth and Development

• Compensation and Performance frameworks
• £250 annual learning allowance

Financial Wellbeing

• 5% pension contribution and Salary Sacrifice
• Matched charity donations

Time Off and Flexibility

• 25 days holiday (plus bank holidays), rising to 30, with option to buy more
• Up to 16 weeks full-pay parental leave (+6 weeks for partners)
• 10 “Work Away” days a year

Health and Wellbeing

• Company sick pay
• Spill and Health Shield cash plan

Community and Culture

• Free Caption.Ed & TalkType for 5 friends/family
• 2 volunteer days, team socials, away days & a dog-friendly office

Hiring Process

1. Apply - Send your CV and cover note via LinkedIn or to [e-mail].
2. Initial conversation - A conversation with the hiring manager to explore your experience, motivation and whether this role could be the right fit
3. Follow-up interview - This will be a deeper dive into your experience and skills along with another member of the team
4. Technical / Operating Principles - In-person interview with our People Manager and Leadership, including a practical exercise and scenario based questions

The hiring manager will be involved at each stage of the process alongside other team members as indicated.

Eligibility to work in the UK

This role is open to candidates who are able to work in the UK. We are not offering visa sponsorship.

CareScribe is an equal opportunities employer

We’re committed to building a workplace where everyone feels supported, valued, and able to do their best work. Diversity, inclusion, and collaboration are at the heart of how we operate.