As a Customer Experience Program Manager, you'll play a central role in shaping how customers interact with our product and services. Your primary mission is to identify patterns in customer behavior, extract meaningful insights, and turn them into targeted programs that improve retention, drive adoption, and unlock expansion opportunities.
What You’ll Do
- Examine customer data to detect trends and segment behaviors that reveal opportunities for improvement.
- Develop and manage initiatives focused on reducing churn, increasing engagement, and accelerating product adoption.
- Set clear objectives and timelines for campaigns, then lead execution from concept to results tracking.
- Work closely with teams across the organization to align priorities, share progress, and ensure smooth delivery.
- Engage directly with users to collect feedback, run pilot tests, and validate new ideas.
- Use automation tools and dashboards to monitor performance and communicate impact clearly.
- Measure outcomes using key metrics like net revenue retention and time-to-value, then refine strategies based on results.
- Scale successful processes and continuously improve program effectiveness.
What We’re Looking For
- Proven background in customer retention or adoption programs, ideally within a SaaS environment.
- Strong organizational skills with the ability to manage multiple projects simultaneously.
- Comfort interpreting data from spreadsheets, analytics platforms, or reporting tools.
- Hands-on experience with no-code platforms such as Zapier, HubSpot, or Notion.
- Familiarity with customer success metrics including churn, NRR, and expansion revenue.
- Ability to work independently—identify gaps, propose solutions, and execute efficiently.
- Experience using AI or automation to streamline workflows and increase productivity.
- Clear and effective communication skills in English, both written and verbal.
- Adaptability and resilience in a fast-paced, evolving startup setting.
Nice to Have
- Understanding of API integrations or workflow automation tools like N8N.
- Project management experience in cross-functional technical environments.
How We Work
We value direct communication, customer-centric problem solving, and smart prioritization. Our culture emphasizes real feedback, rapid progress, and shared accountability. We focus on the few actions that deliver the most value, align fully as a team, and move quickly—even if everything isn’t perfect. You’ll thrive here if you take ownership, support your peers, and believe strong relationships make better outcomes.
