Customer Experience Manager

Jobtailor; Austin (TX); On-site; USD 85,000 - 125,000; Full time

Job summary

Jobtailor in Austin, TX seeks an experienced Customer Success Manager to lead the customer lifecycle—from sales alignment to onboarding, adoption, and growth. You will oversee onboarding for strategic accounts and coordinate with internal technical teams and customer-side stakeholders to ensure a seamless process.

In this role, you will act as the SME for assigned accounts, build strong multi-threaded relationships, monitor health, and drive customer satisfaction.

Qualifications

• Bachelor’s degree or equivalent experience.
• Strong verbal and written communication skills.
• Experience managing technical projects and multiple priorities.

Responsibilities

• Lead the customer lifecycle from sales alignment to onboarding, adoption, and growth.
• Oversee onboarding of large accounts, coordinating with internal technical teams and stakeholders.
• Act as SME for assigned accounts and maintain strong relationships across organizations.
• Monitor customer health, address concerns, and ensure customer satisfaction and retention.
• Identify expansion opportunities with sales within existing accounts.
• Collaborate with Sales, Product, and Support to deliver a cohesive customer experience.
• Maintain customer health scores and provide executive updates and strategic reports.

Skills

Communication

Project management

Customer-centric

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Salesforce

GUIDEcx

Planhat

Job description

Responsibilities

• Lead the customer lifecycle—from sales alignment to onboarding, adoption, and growth
• Oversee the onboarding of our largest and most strategic accounts, ensuring a seamless and timely process by coordinating with internal technical teams and customer-side stakeholders.
• Act as the subject matter expert (SME) for your assigned accounts. Build and maintain strong, multi-threaded relationships within customer organizations.
• Conduct regular check‑ins to ensure customers are fully utilizing the solutions they’ve purchased. Monitor customer health, proactively address concerns, and ensure satisfaction.
• Partner with sales to identify expansion opportunities within existing accounts.
• Work closely with cross‑functional teams, including Sales, Product, and Support, to deliver a consistent and cohesive customer experience.
• Maintain and update customer health scores, provide account updates to the executive team, and build reports to inform strategic decision‑making.
• Continuously refine onboarding and customer success processes to improve efficiency and satisfaction.
• Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools.

Requirements

• 3–7 years in customer success, customer experience, sales, project management, or account management, preferably within SaaS or cybersecurity.
• Familiarity with Salesforce and other customer success tools (e.g., GUIDEcx, Planhat, or similar) is a strong plus.
• Experience managing technical projects.
• Exceptional verbal and written communication skills, with the ability to engage with technical and non‑technical stakeholders at all levels.
• Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail.
• Proactive, solutions‑oriented mindset with a focus on delivering high‑quality results.
• A customer‑centric approach with a passion for ensuring customers achieve their desired outcomes.
• A collaborative attitude with the ability to work cross‑functionally in a fast‑paced, growth‑oriented environment.
• Bachelor’s degree or equivalent experience in a related field.