Customer Experience Manager

Optimal

Customer Experience Manager managing renewals and driving customer satisfaction at Optimal, supporting enterprise clients with data-driven decisions. Leading customer communications and internal coordination for enterprise-level support.

Posted 4/23/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Collaborate with your regional team to execute account plans and support renewal and expansion opportunities
Own the renewal process, including leading customer conversations, demos, and pricing discussions
Partner with Solutions Consultants to support onboarding, training, and ongoing enablement
Troubleshoot product issues and work with internal teams to resolve bugs, answer questions, and escalate feedback
Keep systems like HubSpot and Intercom up to date
Build strong knowledge of our platform and contribute to help resources and self-service content
Monitor and manage customer support and recruitment needs in your region, ensuring timely responses and a great customer experience

Requirements

What you’ll need

2+ years experience in a customer facing or commercial role that operated within the US market (account management, renewals, customer support, SDR/BDR, etc)
Experience using tools like Hubspot, Intercom, or similar
Confident speaking to Enterprise customers and senior leaders, demoing software, and explaining pricing or features
Excellent written and verbal communication skills
Strong negotiation and presentation skills to close deals
A problem-solver mindset - you love digging into an issue and finding the fix
Strong organisational skills and the ability to juggle renewals and support requests at the same time
A collaborative attitude - you’re happy working across teams and sharing knowledge, especially within a small regional team structure
Experience working in a fast-paced, global SaaS environment

Benefits

Comp & perks

Competitive salary (we offer a salary that reflects your experience and the value you’ll bring to our team)
Employee Share Option Plan (ESOP) to help you benefit from the long-term success of the company
Annual wellbeing allowance and support
Generous annual learning and development support
Home office set-up
4 weeks annual leave plus an additional day off on your birthday!
Paid sick leave
Opportunities for professional growth and development
Flexible and remote-first working (this is a fully remote role based in the US, with some travel required)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

account managementrenewalscustomer supportproblem-solvingnegotiationpresentation

Soft Skills

communicationcollaborationorganizational