Senior CX Manager

Talkdesk; Seattle (WA); On-site; USD 77,500 - 147,000; Full time

Benefits offered by this job

Health Insurance

401(k) plan

Uncapped Paid Time Off

Paid Holidays

Paid Sick Leave

Job summary

Talkdesk is seeking a CX Manager who acts as both trusted advisor and technical consultant for our most valuable customers. You will drive product adoption, optimize ROI, and maintain long-term health through enablement, guidance, and change management, serving as a bridge to Talkdesk internal teams.

You will also own CRM responsibilities to ensure ongoing customer health and successful outcomes, requiring strong problem-solving skills and the ability to build lasting relationships across

Qualifications

• 5+ years in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in SaaS/CCaaS/CPaaS.
• Experience engaging with C-level executives and translating technical concepts for non-technical audiences.
• Experience with contact center technology or customer experience platforms.

Responsibilities

• Serve as the primary technical point of contact for assigned accounts.
• Drive product adoption and ROI via outcome-based enablement.
• Collaborate with cross-functional teams to resolve issues and surface enhancements.
• Conduct business reviews to track ROI, KPIs, and alignment with goals.
• Develop change management strategies for successful adoption.
• Support renewal and expansion efforts by aligning value with customer goals.

Skills

Customer Success

Technical consulting

CRM management

Stakeholder management

Executive communication

Tools

Salesforce

APIs

Job description

The CX Manager plays a critical dual role as both a trusted advisor and technical consultant to Talkdesk's most valuable customers. This individual will drive product adoption, optimize customer ROI, and ensure long-term customer health through outcome-based enablement, technical guidance, and change management support. The CX Manager serves as the bridge between customer stakeholders (technical and business) and Talkdesk’s internal teams to ensure alignment on key business objectives and successful product utilization. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers. This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.

The CX Manager plays a critical dual role as both a trusted advisor and technical consultant to Talkdesk's most valuable customers. This individual will drive product adoption, optimize customer ROI, and ensure long-term customer health through outcome-based enablement, technical guidance, and change management support. The CX Manager serves as the bridge between customer stakeholders (technical and business) and Talkdesk’s internal teams to ensure alignment on key business objectives and successful product utilization. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers. This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.

Key Responsibilities

Technical Enablement & Product Adoption

• Serve as the primary technical point of contact for assigned accounts.
• Support onboarding, product training, and enablement to ensure seamless deployment and product usage.
• Translate business needs into technical solutions; drive use case road map and guide feature utilization.
• Demonstrate product features and capabilities within the platform
• Partner with customer to strategize on adoption and innovation roadmap
• Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements.
• Understand and disseminate technical best practices to customers

Customer Success & Strategic Alignment

• Build and maintain strong relationships with key executive and operational stakeholders.
  Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals.
• Drive customer health and retention by identifying risks and delivering proactive success plans.
• Partner with customers to develop change management strategies for successful adoption.
• Manage customer risks and escalations

Data-Driven Value Realization

• Analyze product usage data and customer insights to identify opportunities for greater impact.
• Develop and share case studies highlighting customer success and measurable outcomes.

Cross-Functional Collaboration

• Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience.
• Provide feedback to product and engineering teams based on customer input and usage patterns.
• Support renewal and expansion efforts by aligning product value with customer goals.

Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.
• Preferred experience in financial services, healthcare/lifesciences, retail and consumer products
• Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred
• Experience in software deployments and implementation methodologies such as agile and waterfall
• Proven ability to align technology solutions to strategic business outcomes.
• Comfortable engaging C-level executives and translating technical concepts to non-technical audiences.
• Experience with customer journey mapping, stakeholder management, and success planning.
• Skilled in interpreting analytics to drive adoption and mitigate churn.
• Excellent written and verbal communication skills, with a consulting mindset.
• Willingness to travel up to 20%.
• Experience with contact center technology or customer experience platforms
• Motivated to complete ongoing enablement pertaining to product innovation and new offerings

Pay Range (Base Pay)

$77,500 - $147,000

Other Types of Pay:Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Health Insurance:Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits:401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year.

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application:Apply online.

Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 01/16/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team [e-mail].

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS) and in the G2 Overall Grid Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.