Role Overview:

As the General Manager, Customer Experience, you will be instrumental in shaping and elevating the end-to-end customer journey at . This pivotal role involves defining and executing a comprehensive CX strategy, ensuring every customer interaction, from onboarding to support and retention, is seamless and exceptional. You will lead a dedicated team, collaborate closely with product development, sales, marketing, and operations to embed a customer-centric mindset across the organization, ultimately driving customer loyalty, advocacy, and sustainable business growth.

Key Responsibilities:

- Define and champion the overarching customer experience strategy, aligning it with business objectives and market leadership aspirations.

- Lead, mentor, and scale a high-performing Customer Experience team, fostering a culture of empathy, proactive problem-solving, and continuous improvement.

- Develop and implement robust customer feedback mechanisms, including surveys, NPS, CSAT, and qualitative research, to gather actionable insights for service enhancement.

- Collaborate cross-functionally with product, engineering, sales, and marketing teams to identify pain points, optimize customer touchpoints, and ensure a consistent brand experience.

- Drive initiatives to reduce customer churn, increase customer lifetime value, and cultivate a strong base of loyal and advocating customers.

- Establish and monitor key performance indicators (KPIs) for customer experience, regularly reporting on progress and identifying areas for strategic intervention.

- Oversee the development and execution of customer success programs, ensuring effective onboarding, adoption, and ongoing support for our solutions.

- Foster a company-wide customer-centric culture through training, communication, and leadership by example, ensuring CX is a shared responsibility.

Required Skillset:

- Demonstrated expertise in developing and executing large-scale customer experience strategies within a B2B technology or solutions environment.

- Proven ability to lead, inspire, and manage high-performing teams, with a strong focus on talent development and operational excellence.

- Exceptional analytical skills, capable of interpreting complex customer data, identifying trends, and translating insights into actionable strategies.

- Superior communication and interpersonal abilities, adept at influencing stakeholders at all levels and building strong cross-functional relationships.

- Deep understanding of customer journey mapping, service design principles, and various CX measurement methodologies (NPS, CSAT, CES).

- Strategic mindset with a hands-on approach to problem-solving and a relentless focus on delivering tangible business outcomes.

- Adaptability to a fast-paced, evolving technology landscape, with a proactive approach to identifying and addressing customer needs.

- A Bachelor's degree in Business Administration, Marketing, or a related field; an MBA or relevant advanced degree is highly preferred.