Remote CX Manager for AI-Driven Docs, Spreadsheets & Decks

Ethos; Philippines; Remote; PHP 5,192,000 - 6,923,000; Full time

Job summary

Ethos is hiring a Customer Experience Manager to help train an AI language model on professional documents, spreadsheets, and slide decks. You will lead ops activities to craft health-score dashboards, renewal forecasts, and QBR decks, plus escalation playbooks and customer narratives.

Ideal candidates have 4+ years in customer success or support operations for B2B SaaS, with strong data storytelling and executive-facing documentation skills.

Qualifications

• 4+ years owning customer success or support operations for a B2B SaaS or services organization, including ownership of health-score models and renewal forecasting
• Proven ability to translate messy support and usage data into quarterly business review decks and escalation runbooks that executives and customers both trust
• Expert-level document, spreadsheet, and slide craftsmanship, with excellent written communication and attention to detail

Responsibilities

• Own health-score models and renewal forecasting as part of customer journey governance
• Translate support/usage data into quarterly business review decks and escalation runbooks for executives and customers

Job description

Ethos is hiring a Customer Experience Manager to help train an AI language model on professional documents, spreadsheets, and slide decks. You will lead ops activities to craft health-score dashboards, renewal forecasts, and QBR decks, plus escalation playbooks and customer narratives.

Ideal candidates have 4+ years in customer success or support operations for B2B SaaS, with strong data storytelling and executive-facing documentation skills.