Customer Experience Manager - Remote (US)

Optimal is a company that builds powerful research tools to help teams make data-driven decisions. They are seeking a Customer Experience Manager to join their US regional sales pods, focusing on growing and retaining their customer base while managing the renewal process and ensuring customer satisfaction.

Responsibilities:

• Collaborate with your regional team to execute account plans and support renewal and expansion opportunities
• Own the renewal process, including leading customer conversations, demos, and pricing discussions
• Partner with Solutions Consultants to support onboarding, training, and ongoing enablement
• Troubleshoot product issues and work with internal teams to resolve bugs, answer questions, and escalate feedback
• Keep systems like HubSpot and Intercom up to date
• Build strong knowledge of our platform and contribute to help resources and self-service content
• Monitor and manage customer support and recruitment needs in your region, ensuring timely responses and a great customer experience

Requirements:

• 2+ years experience in a customer facing or commercial role that operated within the US market (account management, renewals, customer support, SDR/BDR, etc)
• Experience using tools like Hubspot, Intercom, or similar
• Confident speaking to Enterprise customers and senior leaders, demoing software, and explaining pricing or features
• Excellent written and verbal communication skills
• Strong negotiation and presentation skills to close deals
• A problem-solver mindset - you love digging into an issue and finding the fix
• Strong organisational skills and the ability to juggle renewals and support requests at the same time
• A collaborative attitude - you're happy working across teams and sharing knowledge, especially within a small regional team structure
• Experience working in a fast-paced, global SaaS environment