Senior Customer Experience Manager

Overview

Lead Customer Experience Manager (EMEA) driving B2B customer success and retention through customer success strategy, relationship management, onboarding oversight, and product adoption.

What you'll do

• Own and drive customer success strategies to support long-term retention and growth.
• Lead high-value B2B client relationships and deliver an exceptional experience.
• Oversee onboarding processes so clients realize value from day one.
• Handle escalations and proactively resolve customer challenges for the North America region.
• Collaborate with sales and product teams to drive account expansion and revenue growth.
• Gather, analyze, and leverage customer feedback to drive product and service improvements.
• Establish metrics and KPIs to measure customer success and satisfaction.

What you'll need

• 6+ years of proven experience in Customer Experience or Account Management.
• Leadership and strategic thinking experience managing high-value accounts.
• Excellent communication, negotiation, and relationship-building abilities.
• Experience using CRM software and customer success tools.
• Data-driven mindset focused on improving customer journeys and business outcomes.
• Ability to work across different time zones and manage global customer accounts.

Details

• This role is part of the WFM business unit.
• Escalation handling is for the North America region.