Que

Senior Manager, Customer Experience – B2B

Que

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $159,000 - $227,000 per year

Job Level

Senior

About the role

  • Leading and scaling the Project Management organization, growing the team from ~6 to 20+ FTEs as the business scales from 8 to 9 figures in revenue.
  • Developing a rigorous and flexible headcount forecast taking into account projects of varying complexity.
  • Owning customer experience outcomes, including CSAT (target 4.8+), responsiveness SLAs, and end-to-end customer satisfaction.
  • Designing and implementing the operating model for customer experience and project execution at scale.
  • Developing standardized playbooks for customer onboarding, project execution, escalation management, and communication working alongside our sales, project management, and CRM team.
  • Partnering cross-functionally with Sales, Operations, Product, Engineering, and Supply Chain to deliver a seamless customer journey.
  • Establishing performance management frameworks, metrics, and dashboards to track team effectiveness and customer outcomes.
  • Acting as the escalation owner for complex or high-impact customer issues.
  • Continuously improving processes, tooling, and training to increase efficiency without compromising service quality.
  • Onboarding all new Project Managers and creating the Onboarding experience.

Requirements

  • 8–12+ years of experience in customer experience, customer success, operations, or project management in a high-growth environment working with high profile clients.
  • Proven experience leading and scaling 20+ person customer-facing teams, including managing managers or senior ICs.
  • Track record of owning CSAT, SLA, or customer satisfaction metrics at scale ($100M+ businesses)
  • Track record of running towards customer issues with a high sense of accountability and ownership. Must be able to roll your sleeves up and do the work.
  • Strong operational mindset — you can design processes, define standards, and ensure consistent execution without assistance.
  • Tech savvy with strong experience in HubSpot, Slack, and Replit. Must be able to create your own dashboards and automations to drive efficiency across your team from scratch, with little oversight. Must have experience using ai and automation.
  • Exceptional people leadership skills, with experience hiring, coaching, and developing high-performing teams.
  • Excellent written and verbal communication skills; able to set clear expectations internally and externally.
  • Client facing, clear writing is a must.
  • Ability to thrive in ambiguity and build structure where none exists.
  • Strong cross-functional partner who can influence without formal authority.
  • Bias toward action, ownership, and continuous improvement.

Applicant Tracking System Keywords

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

Hard skills
customer experiencecustomer successoperationsproject managementCSATSLAprocess designautomationdashboard creationhigh-growth environment
Soft skills
people leadershipcommunicationaccountabilityinfluenceproblem-solvingadaptabilityteam developmentcross-functional collaborationcontinuous improvementownership