Senior Manager, Customer Experience

Material Bank is a fast-paced, high-growth technology company and created the world's largest material marketplace for the Architecture and Design industry, providing the fastest and most powerful way to start and manage a design project.  Learn more about us at www.materialbank.com or see below.

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We are seeking a strategic and results-driven Senior Manager, Customer Experience to lead our customer-facing teams and ensure an exceptional customer experience. In this role, you will manage and oversee the customer success and customer service operations, focusing on customer registration, vetting, onboarding, training, satisfaction and engagement. You will be responsible for developing strategies to build long-term relationships with our customers, helping them derive maximum value from our products and services, and ensuring that customer needs are met with timely and effective support.

The ideal candidate will have a strong background and high judgement in customer success and service management, with a passion for building and leading high-performing teams, improving processes, deciding through data and driving customer loyalty.

What you’ll do:

• Lead and manage the Customer Success and Service teams, ensuring excellent service delivery and alignment with business objectives.
• Develop and implement customer success strategies to improve customer communication, satisfaction, and engagement.
• Monitor key customer success metrics, including customer vetting effectiveness, support resolution time, Net Promoter Score (NPS), customer lifetime value, and customer health scores.
• Oversee the customer registration, customer vetting, onboarding, training and support processes, ensuring a seamless experience from the first interaction.
• Collaborate with cross-functional teams (sales, product, marketing, and site operations) to ensure the voice of the customer is represented in decision-making and product development.
• Act as a customer advocate, providing feedback to internal teams on product improvements and service enhancements.
• Drive continuous improvement initiatives across the customer success and service functions, optimizing workflows, tools, and processes.
• Coach, mentor, and develop the customer success and service team, fostering a culture of excellence, collaboration, and accountability.
• Escalate and resolve complex customer issues as necessary, ensuring timely and satisfactory outcomes.
• Identify opportunities to drive engagement through products and services to existing customers in collaboration with the marketing team
• Prepare and present reports on customer success performance, including insights on trends, risks, and opportunities, to senior leadership.

What you’ll bring:

• Bachelor’s degree in Business, Customer Service, or related field (or equivalent experience).
• 6+ years of experience in customer success, customer service, or account management, with at least 2 years in a leadership role.
• Proven experience in managing and scaling customer success and support teams.
• Strong knowledge of customer success platforms (e.g., Gainsight, Salesforce, Intercom) and analytics tools.
• Excellent leadership and team-building skills, with a track record of developing high-performing teams.
• Analytical mindset with the ability to translate data into actionable insights and strategies.
• Exceptional communication and interpersonal skills, with the ability to influence internal and external stakeholders at all levels.

Preferred Qualifications:

• Experience in SaaS or other tech-driven industries.
• Strong understanding of customer success best practices and methodologies, including customer journey mapping and health scoring.
• Experience in managing complex customer accounts, particularly in a B2B environment.
• Knowledge of account expansion and revenue growth strategies.

Soft Skills:

• Customer-centric mindset with a deep understanding of delivering value and building trust with clients
• Passion for problem-solving, capable of addressing challenges with both a strategic and hands-on approach and capable of researching the root of the problem while generating efficient and innovative ideas to fix.
• Strong organizational and project management skills, able to juggle multiple priorities while maintaining focus on key initiatives.
• Collaborative attitude with a passion for teamwork and cross-functional success.

What you’ll get from us:

• Our people: If you thrive in an inclusive, innovative, and fas