Upper Hand · 13 hours ago
Customer Experience Manager
INDIANAPOLIS, IN
Full-time
Hybrid
Senior Level
5+ years expUpper Hand is a vertical SaaS platform serving youth sports facilities and clubs across North America. They are seeking a Customer Experience Manager to build a scalable and thoughtful customer-led experience, focusing on onboarding, customer enablement, and the foundations of Customer Success.
FitnessInformation TechnologySchedulingSoftwareSportsTraining
Responsibilities
Elevate Customer Onboarding Ownership: Take full ownership of the end-to-end new customer journey, from post-sale handoff to the achievement of the customer’s "first value" milestone
Lead Training Strategy: Define and evolve the learning path for all customer training. This includes structuring the proper mix of ‘hands on’ and on demand content to help move a customer from "beginner" to "activated."
Optimize Onboarding Frameworks: Design, document, and continuously iterate on robust onboarding workflows, defining clear success criteria and key performance indicators (KPIs)
Sales-to-Onboarding Handoff: Partner with Sales to establish and build seamless, handoff processes and ensure clear expectations are set with customers from the initial stages
LMS Governance (Upper Hand University): Evaluate existing LMS platform to ensure it can continue to meet business needs moving forward. Own and execute on the administration and technical roadmap of the LMS platform
In-Product Guidance: Work closely with Product & Marketing to develop contextual self-service resources
Content Architecture & Lifecycle: Drive decision-making on what knowledge is taught via the LMS vs. what functionality should be made intuitive within the product. Oversee the content lifecycle (guides, FAQs, walkthroughs), ensuring materials are high-quality and drive time-to-value
Establish Early Customer Insight Loop via Onboarding: Capture, synthesize, and share customer feedback across onboarding and adoption phases
Drive Needs-Based Strategy: Proactively analyze data to identify macro-level patterns in customer needs, root causes of friction points, and high-impact feature requests. Translate these findings into actionable strategic recommendations
Influence Product Roadmap: Partner with Product to ensure customer insights inform roadmap discussions and prioritization
Process Ownership: Formalize key Customer Experience (CX) processes, including detailed workflows for onboarding and customer enablement
Develop Scalable CX Playbooks: Create and maintain a full suite of internal playbooks and knowledge resources essential for future CX team growth
Define Operational Excellence: Establish clear accountability by defining definitive ownership models, formal escalation paths, and efficient cross-functional workflows
Drive Strategic Alignment: Act as the connective tissue between Sales, Product, and Support
Provide Customer Intelligence Visibility: Provide visibility into customer health, onboarding progress, and experience gaps
Empower Internal Teams: Support internal teams with customer context and insights
Qualification
Required
5+ Years in Customer Education or Training: Minimum of five years of progressive experience in a Customer Success, Onboarding, Implementation, Customer Education, Technical Training, or professional services role in SaaS
Program Development Track Record: Proven history of successfully managing customer education programs that have driven measurable business outcomes
Strong communicator: Comfortable working directly with customers and internal stakeholders alike
Strategic Autonomy and Decision Making: Ability to operate independently and make judgment calls in ambiguous environments
Organizational Builder Mindset: A builder mindset—comfortable creating structure where none exists
Preferred
Instructional Design Expertise: Knowledge of adult learning principles, instructional design methodologies and experience in developing diverse learning materials (video, documentation, tutorials)
SaaS Scaling Experience: Experience at an early-stage or scaling SaaS company
In-Product Enablement Systems: Familiarity with in-product enablement tools or self-service models
Industry Domain Knowledge: Exposure to payments, fintech, or operationally complex products
Benefits
Company-subsidized medical/dental coverage
A 401(k) plan
Unlimited paid time off
Company
Upper Hand
Upper Hand provides sports scheduling software for the sports and fitness industries.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$11.59MKey Investors
Park Ten CapitalElevate Ventures
2025-12-11Acquired
2024-07-10Series Unknown· $0.56M
2022-09-09Series Unknown· $6.59M
Leadership Team
Kevin MacCauley
Founder, CEO
Myles Grote
Co-Founder: Head of Product, Integrator
Recent News
Indianapolis Business Journal
2024-10-24
Company data provided by crunchbase