CX Manager – Health & Life Sciences

Talkdesk

CX Manager engaging with Talkdesk clients to optimize product adoption and ensure customer success. Bridging technical and business aspects for customer relationship management.

Posted 6/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $102,500 - $153,500 per yearWebsite

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Hard Skills

APIsCRM systemsSalesforcesoftware deploymentsimplementation methodologiesagilewaterfallcustomer journey mappinganalytics interpretationchange management strategies

Soft Skills

technical acumenstakeholder managementsuccess planningwritten communicationverbal communicationconsulting mindsetrelationship buildingproblem-solvingcustomer health managementrisk management

Tools & Technologies

SaaSCCaaSCPaaScontact center technologycustomer experience platformsenterprise softwareproduct training toolsanalytics toolsdeployment toolscollaboration tools

Industry Keywords

Customer SuccessTechnical Account ManagementProfessional ServicesSolution Consultingfinancial serviceshealthcarelifesciencesretailconsumer productsproduct innovation

About the role

Key responsibilities & impact

Serve as the primary technical point of contact for assigned accounts.
Support onboarding, product training, and enablement to ensure seamless deployment and product usage.
Translate business needs into technical solutions; drive use case road map and guide feature utilization.
Demonstrate product features and capabilities within the platform
Partner with customer to strategize on adoption and innovation roadmap
Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements.
Understand and disseminate technical best practices to customers
Build and maintain strong relationships with key executive and operational stakeholders.
Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals.
Drive customer health and retention by identifying risks and delivering proactive success plans.
Partner with customers to develop change management strategies for successful adoption.
Manage customer risks and escalations
Analyze product usage data and customer insights to identify opportunities for greater impact.
Develop and share case studies highlighting customer success and measurable outcomes.
Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience.
Provide feedback to product and engineering teams based on customer input and usage patterns.
Support renewal and expansion efforts by aligning product value with customer goals.

Requirements

What you’ll need

5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.
Preferred experience in financial services, healthcare/lifesciences, retail and consumer products
Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred
Experience in software deployments and implementation methodologies such as agile and waterfall
Proven ability to align technology solutions to strategic business outcomes.
Comfortable engaging C-level executives and translating technical concepts to non-technical audiences.
Experience with customer journey mapping, stakeholder management, and success planning.
Skilled in interpreting analytics to drive adoption and mitigate churn.
Excellent written and verbal communication skills, with a consulting mindset.
Willingness to travel up to 20%.
Experience with contact center technology or customer experience platforms
Motivated to complete ongoing enablement pertaining to product innovation and new offerings

Benefits

Comp & perks

Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
401(k) plan
uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
14 paid holidays each year.
uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.