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Customer Experience Manager

2 hours, 32 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Digital Marketing Email Marketing
Apply Now
Airship

Airship

Airship provides an enterprise SaaS platform that enables brands to enhance the entire lifecycle of mobile app experiences, facilitating customer engagement through targeted messaging and interactive features that foster loyalty and drive valuable acti...

Internet Software & Services
251-1K
Founded 2009
$3M raised
View All Jobs 4

Description

  • Own the end-to-end post-sales lifecycle for a portfolio of mid-to-high complexity accounts.
  • Lead onboarding by aligning business objectives, defining success metrics, and establishing KPIs.
  • Develop and maintain structured success plans tied to measurable customer outcomes.
  • Translate product usage into business impact and communicate ROI to stakeholders.
  • Deliver value reviews to operational stakeholders and emerging executive sponsors.
  • Monitor customer health and proactively identify renewal risks at least 6 months in advance.
  • Build multi-threaded relationships across functional teams and begin engaging executive stakeholders.
  • Identify adoption gaps and drive action plans to improve usage and outcomes.
  • Surface expansion signals and partner with Growth Managers on readiness and positioning.
  • Prepare customers for renewal by documenting value and aligning it to business goals.
  • Coordinate cross-functional resources to resolve blockers and accelerate time to value.
  • Maintain accurate account documentation, health scoring, and lifecycle tracking.

Requirements

  • 4–6+ years of experience in SaaS customer success or account management.
  • Proven ability to manage accounts with moderate complexity and multiple stakeholders.
  • Strong communication and presentation skills across operational and senior stakeholders.
  • Experience delivering business reviews tied to measurable value.
  • Ability to proactively identify risk and develop mitigation plans.
  • Analytical mindset with ability to translate usage data into value narratives.
  • Experience building relationships beyond day-to-day contacts.
  • Comfort operating cross-functionally to drive customer outcomes.
  • Experience experimenting with AI tools in personal or professional life, or an eagerness to learn.
  • Experience supporting enterprise marketing or engagement platforms (preferred).
  • Familiarity with digital marketing, mobile, email, or analytics ecosystems (preferred).
  • Experience working with renewal cycles and forecasting inputs (preferred).
  • Exposure to expansion readiness and account growth planning (preferred).

Benefits

  • $91,000 USD starting base pay per year.
  • Approximately $130,000 annual on-target earnings (OTE) with sales incentive plan.
  • Stock options.
  • Competitive medical, dental, and vision insurance for employees and dependents.
  • Flexible time off, company-paid holidays, paid parental leave, and paid volunteer time off.
  • Mental health and wellness resources.
  • Employer-subsidized life insurance plus short-term and long-term disability coverage.
  • Monthly remote work stipend and a digital-first work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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