Customer Experience Manager - Technical Training and Enablement

Position Overview

We are seeking a strategic and customer-obsessed Customer Experience Manager to lead and optimize the end-to-end customer journey with our products and services. This role will be responsible for shaping onboarding, training, and self-service resources including the knowledge base, ensuring customers enjoy a seamless and positive experience at every self-service touchpoint. The Customer Experience Manager will partner closely with Product Management, Product Marketing, Sales, and Technical Support teams to champion the voice of the customer across the organization and will manage a dedicated team.

The Customer Experience Manager will report directly to the VP of Product and Marketing.

Roles and Responsibilities

• Customer Onboarding & Training
• Design and deliver engaging customer onboarding and enablement programs—including materials, live/virtual training, and self-paced learning resources—that drive adoption and satisfaction.
• Identify customer knowledge gaps and develop educational content and best practices for effective product use.
• Knowledge Base & Self-Service Management
• Oversee the creation, curation, and continual improvement of the customer knowledge base (help articles, FAQs, how-to guides, video tutorials).
• Ensure resources are up to date, accessible, and reflective of customer inquiries and product changes.
• Customer Journey Optimization
• Use tools available to analyze the customer experience, identifying friction points and opportunities to make improvements.
• Collect, analyze, and present customer feedback and sentiment data to drive actionable insights and enhancements.
• Cross-Functional Collaboration
• Work collaboratively with Product Marketing and Product Management on feature launches, ensuring customer-facing documentation, training, and onboarding evolve with the product.
• Collaborate with Technical Support to identify trends in customer issues and proactively update resources and training to minimize recurring challenges.
• Team Leadership & Operations
• Manage and mentor a team, fostering a high-performance and customer-focused culture.
• Monitor key performance indicators such as NPS, CSAT, knowledge base usage, training participation, and onboarding success metrics.
• Serve as an internal advocate for the customer, ensuring their perspective is heard and valued in decision-making.
• Other Duties as Assigned 

Requirements

• 3+ years’ experience in customer experience, customer education, or related customer-facing roles (ideally in SaaS or a tech environment)
• Proven success in designing onboarding and training programs, managing a knowledge base, and leveraging customer feedback for continuous improvement
• Experience working cross-functionally with Product Management, Product Marketing, Sales, and Support teams
• Strong leadership, communication, and project management skills
• Analytical mindset and passion for delivering measurable customer impact
• Familiarity or interest in leveraging AI tools to optimize processes and deliver actionable, data-driven insights

Preferred

• Background in instructional design, technical writing, or customer journey mapping
• Experience in physical security is preferred

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

Who You Are:

• A Master of Scalable Impact: You excel with a 'one-to-many' mindset, finding clever ways to deliver value to a large portfolio without sacrificing quality.
• Data-Driven and Tech-Savvy: You are comfortable using data and AI tools not just to report on the past, but to predict the future and decide where to act next.
• A Collaborative Partner: You understand that success in a channel environment means working through partners, not around them, and you thrive on that shared ownership.
• A HEROIC Teammate: You embody our values: showing Heroic customer service, championing Ease by making value clear and simple to achieve, taking Responsibility, seeking Opportunities for growth, demonstrating Integrity, and driving Continual improvement.

Perks at OpenEye

• The base pay range for this opportunity is $80,000 - 110,000. Additionally, this position is eligible for an annual discretionary bonus.
• Employees are eligible to purchase company stock at a discounted rate.
• Collaborative, fun, creative culture where idea sharing is encouraged
• Casual dress (Jeans are welcome!)
• Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
• Up to $5,000 annual company match for 401k
• Company paid short-term/long-term disability, AD&D and life insurance
• Lifestyle Spending Account (LSA) to get reimbursed for your well-being needs
• Paid maternity and paternity leave
• Pet Insurance
• Free annual membership to Care.com
• Free access to the Headspace app for you and up to five friends and family members.
• 15 Days of Paid Vacation accrued per year (increases after year 3)
• 7 Paid Sick/Wellness days per year
• 9 Paid Holidays per year
• Educational Assistance Program covering non-degree support, undergraduate and graduate degrees
• Employee Equipment Program – Free Alarm.com system for your home!

OpenEye is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

Notice To Third Party Agencies: 

Alarm.com understands the value of professional recruiting services.  However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [email protected].