Customer Experience Manager
ATN International
full-time
Posted on:
Location Type: Office
Location: St. Croix • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $100,000 per year
Job Level
Mid-LevelSenior
About the role
- Design and implement a unified customer experience strategy across B2C and B2B channels.
- Map customer journeys and identify friction points to improve satisfaction and reduce churn.
- Monitor, evaluate and report on KPIs (e.g., NPS, CSAT, CES) to track and enhance customer sentiment.
- Lead a proactive Customer Success function focused on onboarding, engagement, and retention.
- Design and execute retention programs tailored to both B2C and B2B customer needs.
- Identify at-risk customers and implement targeted interventions to reduce churn.
- Build success plans for key accounts and scalable engagement models for broader customer segments.
- Establish feedback loops to capture, analyze, and act on customer insights.
- Partner with Product, Sales, and Marketing to advocate for customer needs and influence roadmap decisions.
- Lead initiatives that turn feedback into action, driving continuous improvement.
- Implement tools and systems (e.g., CRM, CX platforms) to streamline customer interactions and reporting.
- Collaborate with support and technical teams to resolve escalations and ensure service excellence.
- Develop playbooks, training, and knowledge bases to empower internal teams and customers alike.
Requirements
- Bachelor’s degree in Business, Marketing, Communications, or related field (Master’s preferred).
- 5+ years of experience in Customer Experience, Customer Success, or Account Management, with exposure to both B2C and B2B environments.
- Proven track record of improving customer satisfaction, retention, and lifetime value.
- Strong leadership, communication, and stakeholder management skills.
- Experience with CRM and CX tools (e.g., Salesforce, Zendesk, Gainsight, HubSpot).
- Data-driven mindset with the ability to translate insights into action.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experience strategycustomer journey mappingKPI monitoringcustomer retention programscustomer success planningdata analysisfeedback analysiscontinuous improvement
Soft skills
leadershipcommunicationstakeholder managementcollaboration
Certifications
Bachelor’s degreeMaster’s degree (preferred)