Customer Experience Manager (Support)

Location: Remote (U.S. time zones)
Team: Customer Experience
Reports to: VP of Customer Experience

🧩 The Role

Cheqroom is looking for a hands-on, customer-obsessed Customer Experience Manager who will own the support experience and nurture customer success across support, onboarding, adoption, and relationship management.

You’ll be the go-to for a defined set of U.S. customers—owning communication, issue resolution, account health, and long-term value delivery. This role blends reactive support execution with proactive customer engagement, all within a structured, scalable CX model.

If you thrive on solving problems, connecting with customers, and driving measurable outcomes, this role is for you.

🎯 What You’ll Do

• Support Execution & Ownership: Lead and resolve customer support inquiries across chat, email, and ticketing tools with speed, accuracy, and empathy.

• Troubleshoot & Escalate: Investigate product issues by understanding workflows and configurations; partner with Product and Engineering to move things forward.

• Customer Portfolio Management: Serve as the named Customer Experience Manager for a select book of customers, building trust and ensuring continuity.

• Onboarding & Adoption: Support onboarding activities, guide configuration, and educate customers on best practices to drive successful adoption.

• Proactive Engagement: Identify usage gaps and friction points; reach out to help customers get more value from Cheqroom.

• Monitor Health & Risk: Track customer sentiment and product usage to spot risks early and act before they escalate.

• Documentation & Knowledge Sharing: Keep CRM and support systems up to date and help improve internal and public knowledge resources.

• Cross-Functional Collaboration: Bring customer insights to Product, Engineering, Sales, and CX leadership to shape prioritization and improvements.

💡 About You

• CX & Support Mindset: 3+ years in B2B SaaS support, success, or experience roles with a strong service mindset.

• Customer Ownership: You manage relationships with care, clarity, and accountability.

• Problem Solver: You get excited about diagnosing issues and finding solutions.

• Strong Communicator: You write and speak clearly, with a knack for calming frustrated customers and explaining technical concepts simply.

• Organizer & Prioritizer: You balance reactive support with proactive engagement without losing your cool.

• Collaborative: You enjoy partnering across teams to improve outcomes and scale best practices.

• Process-Driven: Detail matters—you document things well and help make processes better for everyone.

📈 What We’re Looking For

• Experience: 3–5 years in Customer Support/Customer Experience/Success within a B2B SaaS environment.

• Tools: Familiarity with CRM (HubSpot or similar), help desk systems, and live chat tools.

• Data Awareness: Comfort with basic product usage signals and customer health data.

• Operational Excellence: You’ve operated effectively in a fast-growing company and you thrive in a scaling environment.

✨ What We Offer

• A high-impact role where you’ll truly own your work and influence customer success

• A customer-centric team that values empathy, clarity, and getting things done

• Remote-first culture with flexibility and trust

• Opportunities to learn, grow, and innovate

• Generous Paid Time Off (PTO) and company holidays

• Competitive salary and performance incentives

• Access to continuous professional development

Ready to Join Us?

Apply now and help us make Cheqroom the best experience for our customers.