The Customer Experience Manager will drive customer satisfaction, retention, and growth for our SaaS subscription service. He or she will use user-interaction data to define the most effective customer success playbook to improve the customer experience and reduce churn. The primary objectives of this role will be to leverage the team to improve customer onboarding, increase customer satisfaction to drive upsells, increase customer retention on our subscription products, and maximize our customer lifetime value.**Important note**: first and foremost, this is a hands-on execution role. You will be responsible for ideating and implementing what needs to be done. To the extent that you need to manage others to get this done, you will do so. But you will not have direct reports on day 1.**Key Responsibilities**:- Develop and implement customer success strategies for our SaaS product, focusing on improving onboarding, customer retention, upsells, and customer lifetime value.- Leverage user-interaction data to make UENI's outreach to customers more effective in improving engagement and customer retention.- Define a sustainable, scalable program that uses both automation and, where required, service within the budgetary constraints of our low-cost product (we have to run lean to keep our prices low)**Preferred Qualifications**:- Qualifications do not matter if you know how to improve customer experience, retention, and CLV.- Traditionally such profiles have a sales, account management, or customer success background- Ideal but not required: previous experience in a marketing agency-type setting or a SaaS product geared towards small businesses- Demonstrated B2B SaaS experience in increasing customer retention and improving customer lifetime value. We will need to understand what did you do specifically to move the needle commercially for other SaaS products.- You have experience with using account management (higher touch) as well as technology / automation (lower touch) tools to reduce churn and increase CLV- You are able to adapt your skills to our situation: a scaled-service model.- Expertise in using user-interaction data to inform customer success strategies- Commercially minded and skilled at incorporating tools to enhance team performance- Experienced at working closely with marketing, product, and customer support teams to deliver an outstanding homogenous experience- Effective in a cross-time zone remote-work environment.- Bonus skill: experience managing agents and account managers
