Customer Experience Manager

About the Role

The Customer Experience Manager leads the post-sales lifecycle for Airship’s Enterprise customers. You serve as the primary advocate and strategic partner, guiding customers from onboarding through renewal. You own customer retention by driving adoption, delivering measurable value, and advancing long-term product maturity.

CXMs own renewals when there is no upsell, expansion, new products, or commercial complexity. You are responsible for preparing, managing, and executing these renewals end to end. You collaborate closely with Growth Managers, who engage only when there is upsell, expansion, new products, or commercial complexity. Together, you ensure a seamless customer experience that protects retention and enables growth.

What You'll Do

• Act as the primary point of contact for assigned Enterprise customers across industries and use cases
• Own the full post-sales lifecycle, including onboarding, success planning, adoption, value realization, and renewal execution
• Lead renewal conversations, timelines, and execution when there is no upsell, expansion, or change to contract scope
• Guide customers through onboarding by setting goals, aligning timelines, coordinating resources, and establishing a long-term success roadmap
• Monitor customer health through usage data, engagement patterns, and maturity indicators to identify retention risk, growth signals, and corrective actions
• Analyze activity and performance data to calculate ROI and communicate measurable outcomes to customers and internal teams
• Create and deliver strategic business reviews that present insights, recommendations, benchmarks, and progress against customer goals
• Build trusted relationships with daily users, operational teams, and executive sponsors, influencing decision makers through insights and proven value
• Identify use cases, feature needs, and signals that indicate readiness for upsell or expansion, partnering with Growth Managers to align timing and messaging
• Collaborate with Product, Marketing, Services, and Solutions teams to surface trends, share customer feedback, and improve the customer experience
• Serve as a customer advocate by representing needs, gathering feedback, and helping shape the product roadmap
• Maintain accurate account documentation, including success plans, renewal timelines, health metrics, and CRM updates to support cross-functional alignment
• Coordinate internal resources across teams to resolve issues, accelerate time to value, and reduce renewal risk
• Support customer education through enablement sessions, workshops, and structured learning engagements
• Leverage emerging AI tools and productivity capabilities to improve the quality and effectiveness of customer interactions
• Represent Airship professionally in customer meetings, renewal discussions, strategic workshops, and executive presentations

What We're Looking For

• At least five years of experience in customer-facing SaaS roles supporting enterprise customers
• Customer-centered mindset with strong ownership of retention and renewal outcomes
• Experience in customer success, account management, or SaaS roles focused on adoption, value, and renewals
• Ability to manage renewal conversations with confidence, clarity, and customer empathy
• Strong communication and presentation skills, with the ability to engage both technical and non-technical audiences
• Experience working with complex enterprise organizations and navigating multiple stakeholder groups, including executives
• Ability to operate in a fast-moving environment while balancing strategy, execution, and customer needs
• Interest in AI and emerging technologies, with a willingness to integrate new tools into daily workflows

We'd Be Delighted If You Also Have

• Experience supporting or running digital marketing programs for a global brand or SaaS platform
• Comfort working across mobile channels including iOS, Android, SMS, Mobile Wallet, Email, and Web
• Familiarity with HTML for basic message customization
• Background in digital marketing technology such as analytics, experimentation, optimization, email, or mobile engagement
• Understanding of compliance requirements related to Email and SMS communication
• Relevant industry certifications

Work Location & Travel Requirements

Airship’s ‘Digital First’ approach to work means that for the majority of our roles, work can be performed remotely, either some or most of the time. Airship believes that flexible work contributes to a more productive and more equitable work environment, and that Airshippers are able to collaborate, innovate, and support one another across different locations and timezones.

Some roles may require that employees perform their work from a specific location to support business activities, and/or be within proximity to an Airship office location or customer or partner locations, while other roles can be performed 100% remotely. 

This position is fully remote and may require up to 10% travel based on business needs or as requested by your manager.

Compensation

Base pay is part of the total compensation package and is determined by a variety of factors such as relevant skills, work experience, business priorities, market demands, and location. This role offers stock options, providing a direct opportunity to share in Airship’s success.

Benefits & Perks

• Medical insurance options for you and your dependents
• Flexible time off, paid holidays, paid parental leave, and paid volunteer time off 
• Support for your overall wellbeing with employer-subsidized mental health and employee wellness programs
• A digital-first work environment and a monthly stipend to support remote work
• Mentorship and growth opportunities to build skills and accelerate professional development
• And more!

Candidates outside of the U.S. can view Airship's Privacy Statement here.

**Please Note: To ensure the security of your personal information, Airship will only contact candidates through email addresses ending with “@airship.com”.