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Customer Experience Manager

17 hours, 16 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
AWS Azure GCP Generative AI Machine Learning NLP
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MongoDB

MongoDB

MongoDB provides a developer data platform that simplifies data management and accelerates application development, enabling businesses to leverage modern database technology for innovative solutions across various industries.

Internet Software & Services
1K-5K
Founded 2007
View All Jobs 71

Description

  • Establish and manage a portfolio of customer listening programs, including relationship, transactional, and competitive feedback mechanisms.
  • Design, administer, report on, and continuously improve customer listening and experience measurement frameworks.
  • Identify gaps in feedback coverage and implement new ways to capture customer needs, pain points, and opportunities.
  • Combine structured and unstructured customer signals into a unified view of customer experience.
  • Use AI, NLP, sentiment analysis, and GenAI tools to uncover trends, root causes, and early warning signals.
  • Synthesize customer feedback across touchpoints to identify systemic issues and drivers of satisfaction, loyalty, retention, and advocacy.
  • Translate customer insights into clear recommendations that influence priorities and investment decisions.
  • Facilitate cross-functional review and action-planning sessions to drive accountability for improvements.
  • Partner with Product, Engineering, Customer Success, Support, Marketing, Sales, Operations, and other teams to implement CX enhancements.
  • Own and improve the closed-loop feedback strategy, including customer follow-up, detractor outreach, and service recovery workflows.

Requirements

  • 6+ years of experience in Customer Experience, Customer Experience Strategy, Customer Insights, Market Research, or a related discipline in a B2B SaaS or enterprise environment.
  • Experience designing and operating customer listening programs and translating feedback into business action.
  • Ability to synthesize quantitative and qualitative customer data into actionable insights and recommendations.
  • Experience with customer feedback platforms such as Medallia, Qualtrics, or similar experience management solutions.
  • Familiarity with AI-enabled research, text analytics, sentiment analysis, or similar unstructured feedback analysis approaches.
  • Experience managing closed-loop feedback programs and customer recovery processes.
  • Proven ability to influence stakeholders and drive alignment in complex, cross-functional environments.
  • Strong analytical, communication, and storytelling skills, including presenting to senior leaders and executive audiences.
  • Ability to manage multiple priorities and work effectively in a fast-paced environment.
  • Preferred: experience applying GenAI, machine learning, or advanced analytics to customer feedback analysis and insight generation.
  • Preferred: experience building or enhancing customer listening frameworks, feedback taxonomies, or customer intelligence programs.
  • Preferred: familiarity with customer journey mapping, experience measurement methodologies, and customer lifecycle analysis.
  • Preferred: understanding of customer experience metrics, benchmarking methodologies, and statistical analysis techniques.

Benefits

  • Base salary range of $106,000 to $208,000 USD for U.S.-based candidates.
  • Equity participation.
  • Employee stock purchase program.
  • Flexible paid time off.
  • 20 weeks fully paid gender-neutral parental leave.
  • Fertility and adoption assistance.
  • 401(k) plan.
  • Mental health counseling and transgender-inclusive health insurance coverage.

Interested in this position?

Apply directly on the company website

Apply Now

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