OpenEye · 1 day ago
Customer Experience Manager - Technical Training and Enablement
Liberty Lake, WA
Full-time
Onsite
Mid, Senior Level
$80K/yr - $110K/yr
3+ years expOpenEye is seeking a strategic and customer-obsessed Customer Experience Manager to lead and optimize the end-to-end customer journey with their products and services. This role involves shaping onboarding, training, and self-service resources while collaborating closely with various teams to enhance the customer experience.
ComputerManufacturingSoftware
No H1B
Responsibilities
Design and deliver engaging customer onboarding and enablement programs—including materials, live/virtual training, and self-paced learning resources—that drive adoption and satisfaction
Identify customer knowledge gaps and develop educational content and best practices for effective product use
Oversee the creation, curation, and continual improvement of the customer knowledge base (help articles, FAQs, how-to guides, video tutorials)
Ensure resources are up to date, accessible, and reflective of customer inquiries and product changes
Use tools available to analyze the customer experience, identifying friction points and opportunities to make improvements
Collect, analyze, and present customer feedback and sentiment data to drive actionable insights and enhancements
Work collaboratively with Product Marketing and Product Management on feature launches, ensuring customer-facing documentation, training, and onboarding evolve with the product
Collaborate with Technical Support to identify trends in customer issues and proactively update resources and training to minimize recurring challenges
Manage and mentor a team, fostering a high-performance and customer-focused culture
Monitor key performance indicators such as NPS, CSAT, knowledge base usage, training participation, and onboarding success metrics
Serve as an internal advocate for the customer, ensuring their perspective is heard and valued in decision-making
Qualification
Required
3+ years' experience in customer experience, customer education, or related customer-facing roles (ideally in SaaS or a tech environment)
Proven success in designing onboarding and training programs, managing a knowledge base, and leveraging customer feedback for continuous improvement
Experience working cross-functionally with Product Management, Product Marketing, Sales, and Support teams
Strong leadership, communication, and project management skills
Analytical mindset and passion for delivering measurable customer impact
Familiarity or interest in leveraging AI tools to optimize processes and deliver actionable, data-driven insights
Preferred
Background in instructional design, technical writing, or customer journey mapping
Experience in physical security is preferred
Benefits
Annual discretionary bonus
Employees are eligible to purchase company stock at a discounted rate.
Collaborative, fun, creative culture where idea sharing is encouraged
Casual dress (Jeans are welcome!)
Medical, dental, vision & prescription benefits starting day 1!
Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
Up to $5,000 annual company match for 401k
Company paid short-term/long-term disability, AD&D and life insurance
Lifestyle Spending Account (LSA) to get reimbursed for your well-being needs
Paid maternity and paternity leave
Pet Insurance
Free annual membership to Care.com
Free access to the Headspace app for you and up to five friends and family members.
15 Days of Paid Vacation accrued per year (increases after year 3)
7 Paid Sick/Wellness days per year
9 Paid Holidays per year
Educational Assistance Program covering non-degree support, undergraduate and graduate degrees
Employee Equipment Program – Free Alarm.com system for your home!
Company
OpenEye
OpenEye is a computer software company manufacturing digital video recorders and surveillance equipment.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-10-21Acquired
Leadership Team
Rick Sheppard
Founder & CEO
Recent News
Business Wire
2025-11-08
Company data provided by crunchbase