Talkdesk · 13 hours ago
Senior Manager, Customer Experience
Dallas
Full-time
Onsite
Senior Level, Lead/Staff
$152K/yr - $228K/yr
8+ years expTalkdesk is a cloud contact center leader focused on redefining customer experience. The Senior Manager of Customer Experience is responsible for driving customer outcomes and managing a team of CX Managers to ensure successful platform adoption and value realization for enterprise customers.
Artificial Intelligence (AI)Cloud ComputingCRMCustomer ServiceSaaS
Responsibilities
Acts as the primary technical owner of the customer relationship, accountable for the experience end-to-end, from onboarding through renewal and expansion
Serve as a senior technical and strategic advisor to customer stakeholders, guiding platform adoption, architecture decisions, and optimization strategies
Provide guidance and oversight for complex onboarding, platform enhancements, and advanced feature deployments
Partner with internal teams to translate customer business goals into scalable, secure technical solutions
Apply and reinforce established best practices for enterprise CX delivery
Build and maintain strong relationships with Director, VP, and C-level customer stakeholders
Lead customer reviews focused on adoption progress, KPIs, value realization, and roadmap alignment
Maintain oversight of complex customer initiatives, ensuring alignment across stakeholders and workstreams
Proactively identify risks related to customer health, adoption, or delivery, and guide mitigation efforts
Act as a point of escalation for customer-facing challenges, partnering with leadership as needed
Support customer change management efforts to drive sustained adoption and outcomes
Partner with Sales and Account teams to support renewals and expansion by demonstrating realized value
Leverage customer insights and usage data to identify optimization and growth opportunities
Contribute to customer success stories, references, and advocacy initiatives
Align Talkdesk capabilities to customer transformation goals to reinforce commercial outcomes
Manage, coach, and develop a team of CX Managers supporting enterprise and advanced customers
Set clear performance expectations aligned to customer outcomes, adoption metrics, and delivery quality
Coach team members on customer strategy, technical leadership, and consultative engagement
Support hiring, onboarding, and ongoing development of CX talent
Drive consistency and quality across customer engagements through shared playbooks, standards, and enablement
Foster a culture of accountability, collaboration, and customer-first thinking
Collaborate closely with Product, Engineering, Professional Services, Support and Sales teams
Provide structured customer feedback to help inform product enhancements and CX improvements
Participate in complex sales and expansion conversations as a technical and CX subject matter expert
Support the evolution of CX processes, operating models, and best practices
Qualification
Required
8+ years of experience in Customer Experience, Technical Account Management, Professional Services, Solution Consulting, or related roles within SaaS, CCaaS, or CPaaS environments
2–4+ years of people management experience, including managing customer-facing technical roles
Experience supporting enterprise or upper mid-market customers with complex environments
Strong technical foundation, including APIs, CRM platforms (e.g., Salesforce), and cloud-based architectures
Ability to engage confidently with senior customer stakeholders and internal leadership
Experience managing complex customer programs and navigating delivery risk
Strong ability to connect technical solutions to customer outcomes and business value
Excellent communication, coaching, and stakeholder management skills
Willingness to travel up to 20–25%
Preferred
Experience with contact center or customer experience platforms
Benefits
Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
Retirement Benefits: 401(k) plan
Paid Time Off: Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs.
Paid Holidays: Talkdesk offers 14 paid holidays each year.
Paid Sick Leave: Employees have uncapped paid time off, subject to manager approval and consistent with business needs.
Company
Talkdesk
Talkdesk offers an enterprise contact center platform that allows companies to make the customer experience a competitive advantage.
1001-5000 employees
H1B Sponsorship
Talkdesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$592.45MKey Investors
Transpose Platform ManagementViking Global InvestorsSalesforce Ventures
2025-09-01Debt Financing· $95M
2021-08-12Series D· $230M
2020-07-23Series C· $143M
Leadership Team
Tiago Paiva
Founder and CEO
Munil Shah
Chief Technology Officer
Recent News
2026-01-22
Company data provided by crunchbase