Senior Enterprise CX Lead — Onboarding, Churn Recovery & Growth

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

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with a company match

Company equity — be an owner in what我们

Paid time off, paid holidays, and浮动假日

Parental and bereavement leave

Job summary

Downstream is seeking a Senior Customer Experience Representative (CX3) to own enterprise onboarding, churn recovery, QBRs, and multi‑product quoting while serving as the quality gate and coach for peers. You’ll manage high‑stakes accounts and operate within a clear SLA, with a full 8‑hour shift from 0830–1730 in your local time zone.

The role emphasizes ownership, escalation handling below the team lead, and measurable performance, with a base salary and bonus structure described in the

Qualifications

• 3–5 years in account management, customer success, or consultative sales.
• Experienced with complex, multi-stakeholder accounts.
• A natural coach — your standard becomes the team's standard.
• Calm in de-escalation and persuasive in recovery conversations.
• Comfortable owning outcomes, not just activity.

Responsibilities

• Facilitate QBRs on a 30/60/90‑day cadence across your book.
• Own churn-risk intervention — the recovery plan is yours 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

Customer success

Coaching

De-escalation

Owning outcomes

Job description

Downstream is seeking a Senior Customer Experience Representative (CX3) to own enterprise onboarding, churn recovery, QBRs, and multi‑product quoting while serving as the quality gate and coach for peers. You’ll manage high‑stakes accounts and operate within a clear SLA, with a full 8‑hour shift from 0830–1730 in your local time zone.

The role emphasizes ownership, escalation handling below the team lead, and measurable performance, with a base salary and bonus structure described in the