Customer Experience Manager

Tilt is hiring a Customer Experience Manager to oversee customer implementation and onboarding, helping customers launch successfully and understand how Tilt supports their leave management workflows. The role manages and develops the Implementation team, coordinates cross-functional delivery, and improves implementation processes and customer readiness.

Responsibilities:

• Manage, coach, and develop team members through regular one-on-ones, timely feedback, performance evaluations, and development conversations
• Set clear expectations for implementation quality, customer communication, responsiveness, and follow-through
• Assign implementations and balance workloads based on customer complexity, team expertise, and available capacity
• Ensure team members develop strong product knowledge and can translate customer policies and workflows into accurate implementation requirements
• Address performance gaps promptly and ensure coverage during absences
• Oversee implementations from Sales handoff through go-live and transition to ongoing support.Ensure every implementation has a documented scope, timeline, milestones, owners, and customer responsibilities
• Confirm customer requirements, policies, and workflows are understood and documented before configuration
• Ensure configuration reviews, testing, customer training, and required approvals are completed before launch
• Monitor implementation progress, address delays, and communicate changes to customers and internal stakeholders
• Join complex customer calls and own implementation escalations through resolution, escalating to leadership when additional support or decisions are needed
• Partner with Sales to ensure complete, accurate handoffs, including customer goals, purchased services, commitments, and implementation requirements.Provide realistic implementation timelines based on scope, dependencies, and team capacity
• Participate in prospect conversations as needed to explain the implementation process and clarify requirements
• Identify gaps between sales commitments and implementation capabilities and resolve them with the appropriate leaders
• Maintain and reinforce standard implementation processes, documentation, templates, and quality checkpoints
• Identify recurring bottlenecks and implement practical improvements that reduce delays, manual effort, and rework
• Partner with Operations to adopt automation and AI tools that improve team capacity and consistency
• Ensure the team follows established service standards and keeps project records current
• Use customer feedback and implementation data to evaluate whether process changes improve outcomes
• Coordinate with Product, Engineering, Leave Support, Customer Success, and other partners to resolve implementation dependencies
• Escalate product gaps and technical barriers with clear descriptions of customer impact, urgency, and required decisions
• Ensure receiving teams have the documentation, context, and training needed to support customers after launch
• Confirm ownership and next steps for any approved outstanding items at handoff
• Maintain internal and customer-facing training resources as products and processes evolve
• Track team performance against established implementation goals and service standards
• Maintain visibility into implementation status, capacity, delays, risks, and escalations
• Provide leadership with clear updates, including corrective actions and decisions needed
• Use performance trends to guide coaching, workload allocation, and process improvements

Requirements:

• You are highly organized and can manage multiple priorities and deadlines at once
• You must be authorized to work in the US