Senior CRM Marketing Manager
Deel
Cloud
Vice President, Customer Experience
Rhythm
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $150,000 - $200,000 per year
Job Level
Lead
About the role
- Lead and grow a high-performing team across Onboarding, Support, Customer Success, and Ongoing Services
- Build and execute a customer experience strategy that increases retention, drives upsells, and creates raving fans
- Own key customer metrics (NPS, retention, time-to-value, support SLAs) and report performance to the executive team
- Own renewal and upsell revenue targets; partner closely with Sales and Product to uncover opportunities
- Design and execute processes for scaling high-margin services and increasing customer lifetime value
- Create services packaging/pricing frameworks to drive recurring services revenue
- Plan and manage the full customer experience budget, working closely with the CFO
- Define and optimize handoff workflows between Sales → Onboarding → Support/CS
- Champion instrumentation across the customer journey (product usage data, onboarding time, health scores)
- Identify and fill gaps in tooling, playbooks, and documentation to ensure operational excellence
- Partner with Product and Engineering to advocate for customer needs based on usage and feedback data
Requirements
- 7+ years leading customer-facing functions in enterprise or mid-market B2B SaaS
- Experience with complex onboarding processes and multi-module enterprise software
- Proven success driving customer outcomes across onboarding, support, and customer success
- Experience with API-based products and managing teams that do technical service work (ideal but not required)
- Track record of building high-performing teams and scaling customer orgs
- Self-starter who thrives in a fast-paced, ambiguous environment
- Collaborative leadership style with strong cross-functional communication skills
- Deep empathy for customers and a passion for improving their experience
- Data-driven approach; comfortable using metrics and KPIs to drive performance
- Bias toward action, operational rigor, and continuous improvement
