Customer Experience Manager

Summary

Join MotionPoint as a Customer Experience Manager and serve as the trusted operational contact for B2B clients. You will help customers maximize the value of our platforms, ensuring a seamless experience from onboarding to ongoing service. Responsibilities include coordinating cross-functional work, identifying opportunities to improve customer business objectives, and maintaining customer contact documentation. You will monitor service quality, collaborate with internal teams to resolve issues, and proactively communicate with customers about offerings and innovations. The role also involves partnering with finance and operations teams for billing accuracy and influencing product, marketing, and service teams with customer insights. This position requires a strong understanding of SaaS platforms and excellent communication and project management skills.

Requirements

• 4+ years' experience in a customer-facing role, ideally in customer experience, account management, or post-sales B2B operations
• Ability to map and analyze customer pain points, friction, and moments of delight
• Experience with CX frameworks like Net Promoter Score (NPS), CSAT, CES, and Voice of Customer (VoC) programs
• A strong understanding of SaaS platforms, APIs, and data integrations — you are comfortable talking about technology with engineers and customers alike
• Excellent project management and organizational skills — you’re comfortable juggling multiple customers and workstreams
• With a bias toward action, you take ownership of issues and drive them to resolution
• Strong communication and collaboration skills: You know how to build trust across teams and with customers

Responsibilities

• Understand the goals of our customers and own the delivery experience for assigned customers, ensuring they realize the full value of our platforms, integrations, and API capabilities
• Coordinate cross-functional work related to customer projects, escalations, enhancements, and ongoing support
• Identify opportunities to help customers deliver on their business objectives
• Maintain documentation of customer contacts, pain points, successes, and willingness to be a reference
• Monitor and improve service quality, ensuring we exceed SLAs, key quality-of-service and customer satisfaction metrics
• Collaborate closely with Customer Success, Engineering, QA, Product, and Support to resolve issues, scope work, and align priorities for your customers
• Investigate operational and technical issues related to integrations, performance, invoicing, or unusual behavior — and drive them to resolution
• Communicate proactively with customers about current offerings that could help them reach their goals, any known issues, and educate them on upcoming innovations
• Partner with Finance or Ops teams to support invoicing accuracy and resolve any billing-related questions
• Influence product, marketing, and service teams with customer insights

Preferred Qualifications

• Deep understanding of translation, localization, and multilingual content operations
• Prior experience working with proxy-based or CMS-integrated localization platforms is a strong plus

Benefits

• Remote-first hybrid work model
• Flexible PTO
• 10 paid holidays
• Paid parental bonding leave
• Gym membership reimbursement
• Free Employee Assistance Programs
• Robust medical/dental/vision plans
• 401(k) with immediate vesting and up to 4% employer match