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Quince · 2 days ago

Senior Manager, Customer Experience - B2B

United States

Full-time

Remote

Senior Level, Lead/Staff

$159K/yr - $227K/yr

8+ years exp

Quince is a tech company disrupting the retail industry by putting AI, analytics, and automation at the center of everything they do. They are seeking a Senior Manager of Customer Experience to own and scale the end-to-end customer experience for B2B customers, leading a team and ensuring exceptional customer satisfaction as the business grows. This role involves strategic and operational ownership of customer experience outcomes and collaboration with various teams to deliver a seamless customer journey.

Retail

Responsibilities

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 Project Managers and creating the Onboarding experience

Hire, lead, coach, and develop a team of Project Managers, setting clear expectations, goals, and growth paths and driving accountability towards

Define and operationalize customer experience standards, including SLAs, communication cadences, and escalation protocols

Create the mechanism to capture true CSAT and own CSAT performance and customer feedback loops, translating insights into actionable improvements

Build and maintain internal customer experience and project management playbooks and templates that enable consistency and scalability. Own and update all macros and automated replies with a unified, clear voice

Build and maintain external customer facing FAQs to lower contact rate

Ensure same-day responsiveness across customer touchpoints by designing workflows, coverage models, and accountability mechanisms. Leverage the use of ai to drive down contact rate and increase CX team efficiency

Partner with Sales on customer handoffs and expectation-setting to ensure smooth transitions post-close

Collaborate with Operations and Supply Chain to proactively identify risks and resolve issues before they impact customers

Design onboarding and training programs that ramp new PMs quickly and maintain a high quality bar as the team scales

Identify gaps in tooling or systems and partner with Product and Engineering to drive solutions

Relentlessly simplify and streamline processes, reducing touchpoints per interaction

Serve as a hands-on leader when needed, stepping into projects or escalations to model excellence

Qualification

Customer Experience ManagementCSAT Metrics OwnershipProject ManagementOperational MindsetHubSpotAutomation ExperienceTeam LeadershipCommunicationCross-Functional CollaborationProblem Solving

Required

8–12+ years of experience in customer experience, customer success, operations, or project management in a high-growth environment working with high profile clients

Proven experience leading and scaling 20+ person customer-facing teams, including managing managers or senior ICs

Track record of owning CSAT, SLA, or customer satisfaction metrics at scale ($100M+ businesses)

Track record of running towards customer issues with a high sense of accountability and ownership. Must be able to roll your sleeves up and do the work

Strong operational mindset — you can design processes, define standards, and ensure consistent execution without assistance

Tech savvy with strong experience in HubSpot, Slack, and Replit. Must be able to create your own dashboards and automations to drive efficiency across your team from scratch, with little oversight. Must have experience using ai and automation

Exceptional people leadership skills, with experience hiring, coaching, and developing high-performing teams

Excellent written and verbal communication skills; able to set clear expectations internally and externally

Client facing, clear writing is a must

Ability to thrive in ambiguity and build structure where none exists

Strong cross-functional partner who can influence without formal authority

Bias toward action, ownership, and continuous improvement