Senior Manager, Customer Experience - B2B

ABOUT QUINCE 

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

• Customer First: We prioritize customer satisfaction in every decision.

• High Quality: True quality means premium materials and rigorous production standards you can feel good about.

• Essential Design: We focus on timeless, functional essentials instead of chasing trends.

• Always a Better Deal: Innovation and transparency ensure value for both customers and partners.

• Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

OUR TEAM AND SUCCESS 

At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. 

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

THE ROLE

Senior Manager, Customer Experience, B2B

Quince’s B2B team is building a world-class customer experience to match the quality, value, and ambition of our products. We’re seeking a Senior Manager of Customer Experience to own and scale the end-to-end customer experience across all customer-facing projects for B2B customers. 

This role will lead our Project Management function, manage and develop a growing team of Team Leads & Project Managers, and be accountable for delivering exceptional outcomes including 4.8+ CSAT, same-day responsiveness, and consistent execution as the business scales from 8 to 9 figures in revenue. 

This is a highly hands-on role with both strategic and operational ownership. You will define and execute on how customer experience is delivered at scale, building the playbooks, systems, and team that enable Quince to grow without sacrificing quality. You will report to the GM of the B2B business and will partner closely with Sales, Operations, and our CRM Team to ensure customer commitments are met with precision and care.

This role is ideal for a builder-leader who thrives in ambiguity, sets a high bar for service excellence, and knows how to translate customer expectations into scalable team execution.

What You’ll Work On

• Leading and scaling the Project Management organization, growing the team from ~6 to 20+ FTEs as the business scales from 8 to 9 figures in revenue. 
• Developing a rigorous and flexible headcount forecast taking into account projects of varying complexity. 
• Owning customer experience outcomes, including CSAT (target 4.8+), responsiveness SLAs, and end-to-end customer satisfaction.
• Designing and implementing the operating model for customer experience and project execution at scale. 
• Developing standardized playbooks for customer onboarding, project execution, escalation management, and communication working alongside our sales, project management, and CRM team. 
• Partnering cross-functionally with Sales, Operations, Product, Engineering, and Supply Chain to deliver a seamless customer journey
• Establishing performance management frameworks, metrics, and dashboards to track team effectiveness and customer outcomes
• Acting as the escalation owner for complex or high-impact customer issues
• Continuously improving processes, tooling, and training to increase efficiency without compromising service quality
• Onboarding all new Proje