Customer Experience Manager

Airship is trusted by world’s leading brands to drive revenue growth and customer loyalty with exceptional cross-channel customer experiences. The Customer Experience Manager II owns the post-sales lifecycle for commercial and enterprise customers, driving measurable outcomes, strengthening relationships, and ensuring successful renewals.

Responsibilities:

• Own the end-to-end post-sales lifecycle for a portfolio of mid-to-high complexity accounts
• Lead onboarding by aligning on business objectives, defining success metrics, and establishing KPIs
• Develop and maintain structured success plans tied to measurable outcomes
• Connect product usage to business impact and communicate ROI clearly
• Deliver value reviews to both operational stakeholders and emerging executive sponsors
• Monitor customer health and proactively identify risks at least 6 months before renewal
• 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 ensuring value is documented, understood, and aligned to 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 your personal or professional life - or an eagerness to learn!
• Experience supporting enterprise marketing or engagement platforms
• Familiarity with digital marketing, mobile, email, or analytics ecosystems
• Experience working with renewal cycles and forecasting inputs
• Exposure to expansion readiness and account growth planning