Manager, Customer Experience and Renewals
Core
Strategic people leader building, coaching, and scaling a high-performing team of Customer Experience Managers to drive post-sale journey, retention, and expansion.
Role type
Senior IC people manager (Customer Success)
Builds
High-performing CX teams and operational workflows for SaaS customer retention
Domain
SaaS / Cloud Security / Networking
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and coaching, SaaS retention strategies, commercial negotiations, Salesforce forecasting, AI-driven workflow automation, stakeholder relationship building, talent development
Preferred skills
Scaling teams in high-growth environments, mentoring on AI competencies (LLMs), translating technical concepts to business strategy
Technologies
Salesforce, LLMs, AI analytics tools, CRM automation
Responsibilities
Directly manage and coach a team of CXMs, oversee regional forecasting and pipeline hygiene, act as escalation point for complex commercial negotiations, establish operational workflows integrating AI tools, drive team-wide adoption of AI-driven workflows
Seniority
Manager, hands-on IC with people leadership
