Customer Experience Manager

Airship

Customer Experience Manager managing post-sales lifecycle for enterprise customers. Driving measurable outcomes and strengthening stakeholder relationships in a remote setting.

Posted 5/26/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $91,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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!

Benefits

Comp & perks

Competitive medical, dental, and vision insurance options for you and your dependents
Flexible time off, company paid holidays, paid parental leave, and paid volunteer time off
Support for your overall wellbeing with mental health and wellness resources
Employer-subsidized life insurance as well as short-term and long-term disability
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!

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SaaS customer successaccount managementsuccess metricsKPI establishmentvalue reviewsrisk identificationmitigation plansanalytical mindsetusage data analysisAI tools experimentation

Soft Skills

communication skillspresentation skillsrelationship buildingcross-functional collaborationproactive problem solvingstakeholder engagementcustomer advocacystrategic thinkingorganizational skillscustomer outcome focus