Customer Experience Manager

About the role

You will join the Customer Experience Strategy team to refine how the organization measures and improves the end-to-end customer journey. This role owns the intersection of customer listening, journey strategy, and AI-driven insights to influence cross-functional teams and drive business performance. You are responsible for designing the mechanisms that capture the voice of the customer at scale and turning those signals into strategic action. The position requires a partnership mindset to work closely with product, sales, marketing, and operations stakeholders. You will act as the central hub for understanding customer needs and systemic gaps. This role leverages qualitative and quantitative methods to build a clear narrative of the customer experience. Ultimately, you will ensure that customer feedback directly informs product improvements and commercial success.

Key facts

What you'll do

• Design and manage a portfolio of listening posts, including relationship and transactional feedback programs.
• Use AI and natural language processing to analyze structured and unstructured customer signals.
• Identify systemic issues by synthesizing feedback across support interactions, surveys, and customer conversations.
• Create and maintain closed-loop feedback processes to ensure timely follow-up and service recovery.
• Partner with Product, Sales, Marketing, and Operations to translate data into actionable improvement plans.
• Present customer insights and recommendations to executive leadership.
• Define and track key customer experience metrics to measure the impact of initiatives over time.
• Develop journey maps that highlight friction points and opportunities for differentiation.
• Establish feedback taxonomy standards to ensure consistency and clarity in data interpretation.
• Collaborate with Customer Success Managers to validate insights against real-world outcomes.
• Build dashboards and reports that make complex data accessible to non-technical stakeholders.
• Facilitate workshops to align cross-functional teams on customer insights and priority actions.
• Monitor competitor and market trends to contextualize our performance and positioning.
• Support the rollout of new feedback initiatives and ensure adoption across the organization.

Requirements

• 6+ years of experience in Customer Experience, Market Research, or Customer Insights within a B2B SaaS or enterprise environment.
• Proven ability to design customer listening programs and translate findings into business strategy.
• Experience with customer feedback platforms such as Qualtrics or Medallia.
• Familiarity with sentiment analysis, text analytics, or AI-enabled research methods.
• Demonstrated success in managing closed-loop feedback and customer recovery workflows.
• Strong analytical and storytelling skills with experience influencing stakeholders without direct authority.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Excellent written and verbal communication skills to convey insights to diverse audiences.
• Comfort working with data sets and drawing actionable conclusions from complex information.
• A collaborative approach to problem-solving that values input from various departments.
• Commitment to maintaining the confidentiality and integrity of customer data.
• Willingness to mentor junior team members and contribute to the growth of the function.
• Understanding of software as a service (SaaS) business models and customer success principles.
• Demonstrated ownership of projects from conception through execution and evaluation.

Nice to have

• Experience applying GenAI or machine learning techniques to customer feedback.
• Background in building customer intelligence frameworks or feedback taxonomies.
• Knowledge of customer journey mapping, lifecycle analysis, and benchmarking methodologies.

Practical notes

• Compensation includes base salary, equity, and an employee stock purchase program.
• Benefits include 20 weeks of gender-neutral parental leave, flexible paid time off, fertility and adoption assistance, 401(k) plan, and mental health counseling.
• REQ ID: 2273495774.
• MongoDB provides accommodations for individuals with disabilities during the application and interview process.
• This position is based in the United States with specific location options in Austin, Boston, Denver, New York City, and Remote US.
• Full-time engagement is required for this role.
• The listed compensation range reflects the minimum and maximum target base salary for this position in these locations.