Senior CX Lead: Enterprise Onboarding & Upsell

Thetrashgurus; Richardson (TX); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Company equity

Paid time off and holidays

Job summary

Downstream is seeking a Senior Customer Experience Representative (CX3) in Richardson, TX. You will own high-stakes accounts, manage onboarding, churn recovery, multi-product quotes, and strategic escalations within a strict SLA framework.

You will coach peers, lead complex customer engagements, and drive improvements across the CX organization while working within a 8-hour shift from 08:30 to 17:30 local time.

Qualifications

• 3–5 years in account management, customer success, or consultative sales
• Experience with complex, multi-stakeholder accounts
• Natural coach and team leader
• Calm in de-escalation and persuasive in recovery conversations

Responsibilities

• Facilitate QBRs on a 30/60/90-day cadence across your book
• Own churn-risk intervention — the recovery plan end-to-end
• Run expansion and upsell conversations across accounts
• Build complex, multi-product quotes and scope new projects
• Own enterprise customer onboarding through the full lifecycle
• Source suppliers for strategic and complex customer needs
• QC team output before close and coach CX2 development
• Make the call on finance and compliance escalation triggers

Skills

Account management

Job description

Downstream is seeking a Senior Customer Experience Representative (CX3) in Richardson, TX. You will own high-stakes accounts, manage onboarding, churn recovery, multi-product quotes, and strategic escalations within a strict SLA framework.

You will coach peers, lead complex customer engagements, and drive improvements across the CX organization while working within a 8-hour shift from 08:30 to 17:30 local time.