Customer Experience Manager

About the Role The Customer Experience Manager II owns the post‑sales lifecycle for a portfolio of commercial and enterprise customers with moderate complexity and risk. You are responsible for driving measurable customer outcomes, strengthening stakeholder relationships, and ensuring customers are prepared for successful renewals.You operate with greater autonomy than a CXM, managing more complex adoption scenarios and emerging executive relationships. You translate product usage into business value, proactively manage risk, and guide customers toward deeper platform adoption.While Growth Managers own pricing, negotiation, and contract execution, you own the customer strategy. You define success plans, track value realization, and prepare customers for renewal and potential expansion conversations.What You’ll DoOwn the end‑to‑end post‑sales lifecycle for a portfolio of mid‑to‑high complexity accountsLead onboarding by aligning on business objectives, defining success metrics, and establishing KPIsDevelop and maintain structured success plans tied to measurable outcomesConnect product usage to business impact and communicate ROI clearlyDeliver value reviews to both operational stakeholders and emerging executive sponsorsMonitor customer health and proactively identify risks at least 6 months before renewalBuild multi‑threaded relationships across functional teams and begin engaging executive stakeholdersIdentify adoption gaps and drive action plans to improve usage and outcomesSurface expansion signals and partner with Growth Managers on readiness and positioningPrepare customers for renewal by ensuring value is documented, understood, and aligned to goalsCoordinate cross‑functional resources to resolve blockers and accelerate time to valueMaintain accurate account documentation, health scoring, and lifecycle trackingWhat We’re Looking For4–6+ years of experience in SaaS customer success or account managementProven ability to manage accounts with moderate complexity and multiple stakeholdersStrong communication and presentation skills across operational and senior stakeholdersExperience delivering business reviews tied to measurable valueAbility to proactively identify risk and develop mitigation plansAnalytical mindset with ability to translate usage data into value narrativesExperience building relationships beyond day‑to‑day contactsComfort operating cross‑functionally to drive customer outcomesExperience experimenting with AI tools in your personal or professional life – or an eagerness to learn!We’d Be Delighted If You Also HaveExperience supporting enterprise marketing or engagement platformsFamiliarity with digital marketing, mobile, email, or analytics ecosystemsExperience working with renewal cycles and forecasting inputsExposure to expansion readiness and account growth planningWork Location & Travel Requirements Airship’s ‘Digital First’ approach to work means that for the majority of our roles, work can be performed remotely, either some or most of the time. Airship believes that flexible work contributes to a more productive and more equitable work environment, and that Airshippers are able to collaborate, innovate, and support one another across different locations and time zones.Some roles may require that employees perform their work from a specific location to support business activities, and/or be within proximity to an Airship office location or customer or partner locations, while other roles can be performed 100% remotely.This position isfully remoteand may requireup to 10%travel based on business needs or as requested by your manager.Compensation The starting base pay range for this position is:$91,000 USD per year . This role is eligible for a sales incentive plan. On‑target earnings (OTE) are approximately $130,000 annually, consisting of base compensation plus variable incentive pay based on performance. This role offers stock options, providing a direct opportunity to share in Airship’s success.Benefits & PerksCompetitive medical, dental, and vision insurance options for you and your dependentsFlexible time off, company paid holidays, paid parental leave, and paid volunteer time offSupport for your overall well‑being with mental health and wellness resourcesEmployer–subsidized life insurance as well as short‑term and long‑term disabilityA digital‑first work environment and a monthly stipend to support remote workMentorship and growth opportunities to build skills and accelerate professional developmentAnd more!California residents can view the CCPA disclosure notice here.Please Note:To ensure the security of your personal information, Airship will only contact candidates through email addresses ending with “@airship.com”.Hiring Commitment Airship is committed to fostering a diverse work environment and providing equal employment opportunities to all applicants and employees. We welcome your application and our hiring and employment decisions are made irrespective of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. In alignment with our commitment to equal opportunity, Airship will consider for employment all qualified applicants, including those with criminal histories, in a way that adheres to the principles of fairness and the requirements of local Fair Chance laws, where applicable.By submitting this application, I affirm that the facts set forth in it are true and complete to the best of my knowledge. I understand that if I am employed, false statements, omissions, or misleading information given in my application, interview(s), or in a background check may result in dismissal.#J-18808-Ljbffr