Customer Experience Manager (Support)
Customer Experience Manager (Support) Location: Remote (U.S. time zones) Team: Customer Experience Reports to: VP of Customer Experience The Role Cheqroom is looking for a hands-on, customer-obsessed Customer Experience Manager who will own the support experience and nurture customer success across support, onboarding, adoption, and relationship management. You’ll be the go-to for a defined set of U.S. customers—owning communication, issue resolution, account health, and long-term value delivery. This role blends reactive support execution with proactive customer engagement, all within a structured, scalable CX model. If you thrive on solving problems, connecting with customers, and driving measurable outcomes, this role is for you. What You’ll Do
- Support Execution & Ownership: Lead and resolve customer support inquiries across chat, email, and ticketing tools with speed, accuracy, and empathy.
- Troubleshoot & Escalate: Investigate product issues by understanding workflows and configurations; partner with Product and Engineering to move things forward.
- Customer Portfolio Management: Serve as the named Customer Experience Manager for a select book of customers, building trust and ensuring continuity.
- Onboarding & Adoption: Support onboarding activities, guide configuration, and educate customers on best practices to drive successful adoption.
- Proactive Engagement: Identify usage gaps and friction points; reach out to help customers get more value from Cheqroom.
- Monitor Health & Risk: Track customer sentiment and product usage to spot risks early and act before they escalate.
- Documentation & Knowledge Sharing: Keep CRM and support systems up to date and help improve internal and public knowledge resources.
- Cross-Functional Collaboration: Bring customer insights to Product, Engineering, Sales, and CX leadership to shape prioritization and improvements.
About You
- CX & Support Mindset: 3+ years in B2B SaaS support, success, or experience roles with a strong service mindset.
- Customer Ownership: You manage relationships with care, clarity, and accountability.
- Problem Solver: You get excited about diagnosing issues and finding solutions.
- Strong Communicator: You write and speak clearly, with a knack for calming frustrated customers and explaining technical concepts simply.
- Organizer & Prioritizer: You balance reactive support with proactive engagement without losing your cool.
- Collaborative: You enjoy partnering across teams to improve outcomes and scale best practices.
- Process-Driven: Detail matters—you document things well and help make processes better for everyone.
What We’re Looking For
- Experience: 3–5 years in Customer Support/Customer Experience/Success within a B2B SaaS environment.
- Tools: Familiarity with CRM (HubSpot or similar), help desk systems, and live chat tools.
- Data Awareness: Comfort with basic product usage signals and customer health data.
- Operational Excellence: You’ve operated effectively in a fast-growing company and you thrive in a scaling environment.
✨ What We Offer
- A high-impact role where you’ll truly own your work and influence customer success
- A customer-centric team that values empathy, clarity, and getting things done
- Remote-first culture with flexibility and trust
- Opportunities to learn, grow, and innovate
- Generous Paid Time Off (PTO) and company holidays
- Competitive salary and performance incentives
- Access to continuous professional development
Ready to Join Us? Apply now and help us make Cheqroom the best experience for our customers. Apply tot his job Apply To this Job