Senior Manager, B2B Customer Experience & Enablement

Quince; Palo Alto (CA); On-site; USD 159,000 - 227,000; Full time

Job summary

Quince is seeking a Senior Manager, Customer Experience & Enablement (B2B) in Palo Alto, California. You will lead the Project Management organization and focus on delivering high-impact service, ensuring a customer satisfaction score of 4.8+. This hands-on position requires 8-12 years of customer experience management and a strong operational mindset. Ideal candidates thrive in dynamic environments and are adept in building enablement systems. Quince offers a competitive pay range of $159,000 - $227,000, along with a mission-driven team committed to reshaping retail.

Qualifications

• 8-12+ years of experience in customer experience, operations, or project management.
• Proven experience leading and scaling teams of 20+.
• Strong track record in managing CSAT and SLAs.

Responsibilities

• Lead and scale the B2B Project Management organization.
• Own end-to-end customer experience outcomes.
• Design and implement the operating model for customer experience.

Skills

Customer experience

Project management

Team leadership

Performance metrics

Communication skills

Education

Bachelor's degree

8–12+ years in relevant fields

Tools

HubSpot

Slack

CRM tools

Job description

ABOUT QUINCE

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value. Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

• Customer First: We prioritize customer satisfaction in every decision.
• High Quality: True quality means premium materials and rigorous production standards you can feel good about.
• Essential Design: We focus on timeless, functional essentials instead of chasing trends.
• Always a Better Deal: Innovation and transparency ensure value for both customers and partners.
• Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

OUR TEAM AND SUCCESS

At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence.

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

THE ROLE

Quince’s B2B team is building a world-class customer experience to match the quality, value, and ambition of our products. We’re seeking a Senior Manager, Customer Experience & Enablement (B2B) to own and scale our Project Management function while building the enablement systems that allow our team to deliver consistent, high-impact service at scale.

This role will lead our Project Management organization, manage and develop a growing team of Team Leads and Project Managers, and be accountable for delivering exceptional outcomes including 4.8+ CSAT, same-day responsiveness, and operational consistency as the business scales from 8 to 9 figures in revenue.

This is a highly hands-on role with both strategic and operational ownership. You will define how customer experience is delivered at scale by building the playbooks, training, tooling, and performance frameworks that allow teams to execute with precision—without sacrificing quality. You will report to the GM of the B2B business and partner closely with Sales, Operations, Product, Engineering, Supply Chain, and our CRM team.

This role is ideal for a builder-leader who thrives in ambiguity, sets a high bar for service excellence, and knows how to translate customer expectations into repeatable team execution through strong enablement.

What You’ll Work On

• CX & Project Management Leadership
  • Lead and scale the B2B Project Management organization, growing the team from ~6 to 20+ FTEs as the business scales.
  • Develop a rigorous, flexible headcount and capacity forecast that accounts for projects of varying complexity.
  • Own end-to-end customer experience outcomes, including CSAT (4.8+), SLAs, responsiveness, and escalation resolution.
  • Design and implement the operating model for customer experience and project execution at scale.
  • Serve as the escalation owner for complex, high-impact customer issues, stepping in directly when needed.
  • Partner with Sales on customer handoffs and expectation-setting to ensure smooth post-close transitions.
  • Collaborate cross-functionally to proactively identify risks and resolve issues before they impact customers.
• Enablement, Training & Quality at Scale
  • Design and own onboarding and training programs that ramp new Project Managers quickly while maintaining a high quality bar.
  • Build and maintain CX and Project Management playbooks, templates, SOPs, macros, and automated responses with a unified, clear voice.
  • Translate process, tooling, and policy changes into clear enablement that improves execution and SLA adherence.
  • Establish role-based success behaviors and quality standards for Project Managers and Team Leads.
  • Create manager enablement toolkits (coaching guides, performance templates, calibration frameworks) to drive accountability and consistency.
  • Own knowledge management governance, including internal agent-facing documentation and external customer-facing FAQs to reduce contact rate.
  • Leverage AI, automation, and tooling to improve speed to competency, reduce cognitive load, and increase CX efficiency.
• Performance Management & Continuous Improvement
  • Establish and operationalize performance metrics, dashboards, and reporting tied to CX outcomes and team effectiveness.
  • Create feedback loops that connect CSAT, QA, and customer insights to process, training, and tooling improvements.
  • Ensure teams understand how their work impacts key outcomes like contact reduction, execution accuracy, and customer satisfaction.
  • Relentlessly simplify and streamline processes, reducing touchpoints per interaction without compromising service quality.
  • Identify gaps in systems or tooling and partner with Product and Engineering to deliver scalable solutions.
• What You’ll Do
  • Hire, lead, coach, and develop a team of Project Managers and Team Leads, setting clear expectations, growth paths, and accountability.
  • Define and operationalize CX standards, including SLAs, communication cadences, escalation protocols, and quality benchmarks.
  • Own CSAT measurement and feedback mechanisms, translating insights into actionable improvements.
  • Ensure same-day responsiveness across customer touchpoints through thoughtful workflow design and coverage models.
  • Design and maintain onboarding, training, and certification programs that support rapid scaling.
  • Build internal and external documentation that enables both customers and teams to self-serve effectively.
  • Act as a hands-on leader during periods of peak demand, ambiguity, or critical escalations—modeling excellence in execution.
• What We’re Looking For
  • 8–12+ years of experience in customer experience, customer success, operations, enablement, or project management in a high-growth environment with high-profile or complex clients.
  • Proven experience leading and scaling 20+ person customer-facing teams, including managing managers or senior ICs.
  • Strong track record of owning CSAT, SLAs, or customer satisfaction metrics in $100M+ businesses.
  • Demonstrated ability to build enablement systems (onboarding, training, QA, knowledge management) that drive consistent performance at scale.
  • Highly operational mindset—you can design processes, define standards, and ensure execution with minimal oversight.
  • Technically fluent and tool-savvy; strong experience with HubSpot, Slack, Replit, dashboards, automation, and AI-driven workflows.
  • Exceptional people leader with experience hiring, coaching, and developing high-performing teams.
  • Excellent written and verbal communication skills; client-facing writing clarity is a must.
  • Comfortable thriving in ambiguity and building structure where none exists.
  • Strong cross-functional partner who can influence without formal authority.
  • Bias toward action, ownership, and continuous improvement—you run toward customer problems, not away from them.

All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.

Pay Range: $159,000 USD - $227,000 USD

WHY QUINCE?

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

EQUAL OPPORTUNITY & HIRING INTEGRITY

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

Security Advisory: Beware of Frauds

At Quince, we are dedicated to recruiting top talent who share our drive for innovation. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, it will be through secure and protected means.