Customer Experience Manager

Entegrata; Northern (KY); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Innovative environment

Collaborative culture

Competitive benefits

Job summary

Entegrata is seeking a Customer Experience Manager to lead onboarding and technical implementation while acting as the project manager for each engagement. You will own the relationship and drive growth across the full lifecycle, partnering with Product and Engineering to expand value.

This role requires strong customer-facing communication, strategic thinking, and hands-on experience with enterprise IT implementations in a fast-growing SaaS environment. Remote-friendly with travel.

Qualifications

• Excellent communication and problem-solving with a consultative approach.
• Executive presence to drive meetings with diverse stakeholders.
• Proven project management skills across multiple workstreams.
• Thrives in a fast-paced, high-growth environment with shifting demands.
• Hands-on experience in onboarding, implementation, and success for enterprise IT.

Responsibilities

• Onboard and implement new customers as technical lead and PM.
• Manage multiple engagements and live customers simultaneously.
• Develop playbooks and documentation to mature processes.
• Oversee data integrations and data usage for reporting and AI projects.
• Own relationships through renewals, expansions, and Voice of Customer to teams.

Skills

Communication

Problem solving

Executive presence

Project management

Stakeholder management

Technical fluency

IT systems

SaaS & PaaS basics

Tools

Microsoft Azure

Job description

Reports to: Director of Customer Experience

About Us

AtEntegrata, we help law firms turn data into decisions.We deploy a turnkey datalakehouseplatform thatconsolidatessiloedlegal, operational, and financial data into single sources of truth, enablingunified reporting and AI-driven innovation.Founded in 2023 and headquartered in Indianapolis,we’rea fast-growing, venture-backedSaaS companyon a mission to be the data platform of choice for the top law firms in the world.

About the Role:

We are seeking a Customer Experience Manager to lead customer onboarding and technical implementation while serving as the project manager who keeps each engagement on track. Over time, you'll take ownership of the ongoing customer relationship and its continued growth.

Key Responsibilities:

• Onboard and Implement New Customers: Guide customers through the initial setup and implementation process as both the technical lead and the project manager. Build project plans, coordinate stakeholders, and monitor progress to ensure a seamless experience.
• Manage Multiple Engagements at Once: Juggle a portfolio of concurrent implementations & ‘live’ customers, prioritizing effectively and working efficiently as deadlines, customer needs, and internal dependencies shift.
• Operate in an Evolving Environment: Thrive in an environment where our processes are still maturing. Use good judgment to fill the gaps and help build repeatable playbooks and documentation as the company grows.
• Data Integrations and Use: Manage the integration of customer data into their Entegrata Lakehouse. Gather requirements for reporting and customer AI projects and drive new use cases for data usage.
• Own the Relationship and Drive Growth: Own the customer relationship and its outcomes across the full lifecycle using Customer Success best practices. Lead Executive Business Reviews, act on customer surveys, drive product stickiness and expansion, and serve as Voice of Customer to internal teams (Product, Engineering). Own Renewals & partner with Sales on expansions & upsells.
• Mentor and Share Knowledge: Support newer team members and contribute reusable templates and documentation as the team and its processes grow.

Occasional travel may be required (estimated 10-15%)

What Success Looks Like (First 3/6/12 Months)

By month 3:

You have a solid working understanding of Entegrata's platform, implementation process, and current customer portfolio.

You're actively leading onboarding and implementation for at least one customer engagement, building project plans and coordinating stakeholders.

You've built working relationships with the customers and internal teams you support.

By month 6:

You're managing multiple concurrent implementations & live customers independently, prioritizing effectively as customer needs and deadlines shift.

You've helped mature the team's processes, contributing playbooks, documentation, or templates that make onboarding and implementation more repeatable.

By month 12:

You own a growing portfolio of customer relationships with a track record of driving adoption, renewals, and expansion.

You're a trusted Voice of Customer to Product and Engineering, and a go-to resource for newer team members.

You've taken ownership of a customer's data integration requirements and identified a new use case for reporting or data usage.

Qualifications:

• Exceptional communication and problem-solving skills, with a consultative approach to customer engagement.
• Has executive presence: can own & confidently drive meetings with stakeholders of all types and personalities.
• Proven project management skills, comfortable building and managing project plans and driving multiple workstreams to completion.
• Thrives in a fast-paced, high-growth environment where customer demand can run ahead of the team's capacity. Takes ownership of outcomes, carries a full and shifting workload, and moves work forward with a bias for action.
• Team-first and low-ego, the kind of person who jumps in wherever needed and shares the load in busy stretches. We work like a close-knit team where everyone has each other's back.
• Minimum of 3-5 years at a law firm or software company (ideally in the legal vertical) as the point person driving technical implementations and project delivery of enterprise IT systems, with hands‑on experience in customer onboarding, implementation, and/or success.
• Working technical fluency: comfortable examining data, merging data from various systems, and business reporting, without requiring deep hands‑on engineering depth.
• A background in general IT along with a good foundation of SaaS & PaaS basic architecture & concepts.

Preferred Qualifications:

• Prior experience in Customer Success or Professional Services, particularly with SaaS or PaaS products.
• Strong technical acumen with experience across data integration, APIs, cloud solutions, or enterprise software deployment, including merging data from multiple systems into a unified source of truth.
• General knowledge of Microsoft Azure, including but not limited to logically isolated subscriptions, encryption standards, and networking concepts such as peering and site-to-site tunnels.
• Prior startup experience, working hands‑on with Product & Engineering organizations

Why Join Entegrata?

• Innovative Environment: Opportunity to shape the customer experience strategy for a cutting-edge legal data integration platform.
• Collaborative Culture: Join a close-knit, high-performing team that has each other's back and shares a commitment to collaboration, innovation, and customer success.
• Competitive Benefits: Enjoy competitive compensation, benefits, and growth opportunities in a dynamic environment.

Compensation and Benefits

• Competitive salary, medical, dental, and vision insurance, 401(k) with employer match, unlimited PTO and company holidays, professional development support, and flexible remote work.

Entegrata is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic.