Customer Experience Engagement Manager

About the Role

Key Responsibilities

• Map and optimize customer journeys across personas, segments, and lifecycle stages (onboarding, adoption, renewal, and growth).
• Help to design and implement scalable, repeatable engagement programs that improve Net Revenue Retention (NRR), Time to Value (TTV), and Customer Health.
• Partner with Product, Marketing and Customer Success teams to align CX programs with key user workflows and business goals.
• Develop and operationalize a closed-loop feedback system leveraging CSAT, NPS, CES, qualitative insights, and behavioral analytics.
• Translate customer feedback into actionable strategies to reduce friction, increase satisfaction, and drive product adoption.
• Identify and proactively address pain points for key customer segments, including enterprise accounts with complex requirements.
• Support the Customer Advisory Board.
• Launch lifecycle-based programs such as onboarding playbooks, adoption campaigns, QBR frameworks, and renewal readiness plans.
• Support the enablement of internal teams with CX toolkits, training, and standardized frameworks for delivering exceptional customer experience.
• Collaborate with Finance, Global Data, Rev Ops and CX Ops to ensure proper tooling, workflows, and dashboards are in place.
• Act as a partner to Product, Sales, Marketing, and Customer Success to embed CX principles and shared KPIs across the business.
• Support cross-functional initiatives that align internal teams to improve customer engagement and value delivery.
• Serve as the voice of the customer in go-to-market and product planning conversations.

Requirements

• Bachelor's degree in Marketing or related field.
• 5+ years of experience in Customer Experience, Customer Success, or Product Marketing in a B2B SaaS or technology company; experience in the creative, media, design, or digital IP space preferred.
• Demonstrated success designing and/or managing customer journeys or engagement programs that drive retention and expansion.
• Strong understanding of customer segmentation, persona-driven engagement, and digital/automated touch models.
• Experience working in enterprise or IP/software environments with high-touch customer relationships.
• Strong analytical skills and proficiency in using data to drive decisions (e.g., Gainsight, Salesforce, Mixpanel, Looker).
• Excellent stakeholder management, communication, and project leadership skills.
• Passion for customer-centricity, systems thinking, and continuous improvement.
• Familiarity with change management and customer lifecycle frameworks (e.g., JTBD, Moments of Truth, Customer Journey Mapping).

Nice to Have

• Certification in CX methodologies (e.g., CCXP, Six Sigma, Design Thinking) is a plus.

Benefits & Perks

• Hybrid work arrangements and competitive paid time off programs.
• Comprehensive commercial medical insurance coverage to meet all healthcare needs.
• Competitive compensation with corporate bonus program & uncapped commission for quota-carrying Sales.
• A creative, innovative, and global working environment in the creative and software technology industry.
• Highly engaged Events Committee to keep work enjoyable.
• Reward & Recognition Programs (including President's Club for all functions).
• Professional onboarding program, including robust targeted training for Sales function.
• Development and advancement opportunities with high internal mobility.
• Retirement planning options to save for the future.