Customer Experience Manager
Airship
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
Visit company websiteExplore more
About the role
- Act as the primary point of contact for assigned Enterprise customers across industries and use cases
- Own the full post-sales lifecycle, including onboarding, success planning, adoption, value realization, and renewal execution
- Lead renewal conversations, timelines, and execution when there is no upsell, expansion, or change to contract scope
- Guide customers through onboarding by setting goals, aligning timelines, coordinating resources, and establishing a long-term success roadmap
- Monitor customer health through usage data, engagement patterns, and maturity indicators to identify retention risk, growth signals, and corrective actions
- Analyze activity and performance data to calculate ROI and communicate measurable outcomes to customers and internal teams
- Create and deliver strategic business reviews that present insights, recommendations, benchmarks, and progress against customer goals
- Build trusted relationships with daily users, operational teams, and executive sponsors, influencing decision makers through insights and proven value
- Identify use cases, feature needs, and signals that indicate readiness for upsell or expansion, partnering with Growth Managers to align timing and messaging
- Collaborate with Product, Marketing, Services, and Solutions teams to surface trends, share customer feedback, and improve the customer experience
- Serve as a customer advocate by representing needs, gathering feedback, and helping shape the product roadmap
- Maintain accurate account documentation, including success plans, renewal timelines, health metrics, and CRM updates to support cross-functional alignment
- Coordinate internal resources across teams to resolve issues, accelerate time to value, and reduce renewal risk
- Support customer education through enablement sessions, workshops, and structured learning engagements
- Leverage emerging AI tools and productivity capabilities to improve the quality and effectiveness of customer interactions
- Represent Airship professionally in customer meetings, renewal discussions, strategic workshops, and executive presentations
Requirements
- At least five years of experience in customer-facing SaaS roles supporting enterprise customers
- Customer-centered mindset with strong ownership of retention and renewal outcomes
- Experience in customer success, account management, or SaaS roles focused on adoption, value, and renewals
- Ability to manage renewal conversations with confidence, clarity, and customer empathy
- Strong communication and presentation skills, with the ability to engage both technical and non-technical audiences
- Experience working with complex enterprise organizations and navigating multiple stakeholder groups, including executives
- Ability to operate in a fast-moving environment while balancing strategy, execution, and customer needs
- Interest in AI and emerging technologies, with a willingness to integrate new tools into daily workflows
Benefits
- Medical insurance options for you and your dependents
- Flexible time off, paid holidays, paid parental leave, and paid volunteer time off
- Support for your overall wellbeing with employer-subsidized mental health and employee wellness programs
- A digital-first work environment and a monthly stipend to support remote work
- Mentorship and growth opportunities to build skills and accelerate professional development
- And more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementSaaSdata analysisROI calculationcustomer onboardingsuccess planningrenewal executioncustomer educationemerging AI tools
Soft Skills
customer-centered mindsetstrong ownershipcommunication skillspresentation skillsempathyrelationship buildinginfluencing decision makerscollaborationstrategic thinkingadaptability