Customer Experience Manager

About Airship

Airship is trusted by world’s leading brands such as Alaska Airlines, BBC and The Home Depot to drive revenue growth and customer loyalty with exceptional cross-channel customer experiences. Today, brands are challenged to deliver seamless, unified customer experiences across a fragmented array of channels and devices— apps, websites, email, SMS, wallets and more. 

Airship’s no-code, AI-powered platform was designed with non-technical, growth-focused teams in mind, making it easy to create, test and orchestrate hyper-personalized experiences across all channels. With the ability to easily enrich customer data and rapidly launch growth experiments, Airship enables brands to deliver consistent, meaningful interactions that accelerate conversion and foster deeper customer relationships.

We invite you to be part of our journey in building products and delivering services that touch millions of customers around the world every day.

To learn more about us, visit www.airship.com, read our blog or follow us on LinkedIn.

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 stak