Senior Digital Customer Experience Manager

Ladders; United States; Remote; USD 133,000 - 175,000; Full time

Benefits offered by this job

Flexible remote work

Learning opportunities

Medical coverage

Unlimited PTO

Wellness reimbursement

Job summary

Our client in IT is seeking a Senior Digital Customer Experience Manager to shape and optimize digital journeys across segments and regions, with a focus on engagement, retention, and reducing churn.

You will translate business needs into scalable communication programs and measurement frameworks, partner with education and leadership, and turn insights into actionable initiatives that drive business outcomes.

Qualifications

• Bachelor's degree required.
• 8+ years of cross-functional initiatives as an individual contributor.
• 3+ years of hands-on experience with CRM platforms and sales operations data.
• Proven track record in designing and implementing customer journeys for a range of business sizes.
• Experience with data analytics tools to analyze customer behavior.
• Familiarity with Gainsight, Salesforce, and/or Pendo preferred.
• MBA is a plus.

Responsibilities

• Build and enhance digital customer journeys across all segments and regions.
• Translate business needs into actionable communication strategies.
• Develop metrics and testing frameworks to evaluate digital program effectiveness.
• Analyze customer behavior data to identify retention and churn patterns.
• Integrate customer education content into customer journeys to enhance engagement.
• Collaborate with cross-functional teams to share insights and results with leadership.

Skills

Cross-functional collaboration

Data analytics

Customer journeys

Program measurement

Education

Bachelor's degree

MBA (plus)

Tools

Gainsight

Salesforce

Pendo

Job description

For our client, we are seeking a Senior Digital Customer Experience Manager to join the team of a leader in the Information Technology space.

This role will shape and optimize digital customer journeys across segments and regions, with a strong focus on engagement, retention, and churn reduction. The ideal candidate will translate business needs into scalable communication strategies and measurement frameworks that improve the customer experience. This position partners closely with cross-functional teams, including customer education and leadership, to turn behavioral insights into actionable programs that support business outcomes.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $133,000 – $175,000 annually

Responsibilities

• Build and enhance digital customer journeys across all segments and regions
• Translate business needs into actionable communication strategies
• Develop metrics and testing frameworks to evaluate digital program effectiveness
• Analyze customer behavior data to identify retention and churn patterns
• Integrate customer education content into customer journeys to enhance engagement
• Collaborate with cross-functional teams to share insights and results with leadership

Qualifications

• Bachelor's degree required
• 8+ years of experience in cross-functional initiatives as an individual contributor
• 3+ years of hands-on experience with CRM platforms and sales operations data
• Proven track record in designing and implementing customer journeys for a range of business sizes
• Experience with data analytics tools to analyze customer behavior
• Familiarity with Gainsight, Salesforce, and/or Pendo preferred
• MBA is a plus

Benefits

• Flexible work environment with a blend of remote and on-site collaboration
• Mission-driven culture focused on tech upskilling and impactful work
• Inclusive workplace fostering belonging and contribution
• Opportunities for continuous learning and skill expansion
• Comprehensive medical coverage and wellness reimbursement
• Unlimited PTO and professional development funds

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.