Customer Experience Manager (CEM)
Core
Lead retention efforts and serve as the primary point of contact for a portfolio of strategic enterprise customers to ensure satisfaction, platform adoption, and renewal execution.
Role type
Senior Customer Experience Manager (Account Management)
Builds
Trusted relationships with technical, security, and executive stakeholders to drive product adoption and reduce renewal risk.
Domain
Cybersecurity / SaaS
Deliverable
client delivery
Required skills
Strategic account management, stakeholder relationship building, customer success planning, adoption driving, executive communication, renewal execution
Preferred skills
Experience in highly regulated industries, complex procurement navigation, large portfolio management
Technologies
None stated
Responsibilities
Own a portfolio of strategic enterprise customers, develop customer success plans aligned to business objectives, conduct regular business reviews, ensure oversight of account health and user adoption metrics
Seniority
Senior, hands-on IC
