# Customer Experience Manager

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Austin, TX, Boston, MA, Denver, CO, New York, NY
**Role:** Customer Success
**Salary:** $106k – $208k/yr
**Experience:** 6+ years
**Skills:** customer experience strategy, customer listening programs, medallia, qualtrics, sentiment analysis, natural language processing, Generative AI, text analytics, customer journey mapping, closed-loop feedback, stakeholder influence, customer insights
**Posted:** 2026-07-17

> Shape end-to-end customer experience strategy by building listening programs, leveraging AI for insights from structured/unstructured signals, and driving cross-functional improvements across the customer lifecycle in a B2B SaaS environment. Requires 6+ years in CX/insights with experience in feedback platforms like Qualtrics or Medallia.

## Job Description

## Customer Listening & Experience Measurement
- Establish and manage a portfolio of listening posts, including relationship, transactional, and competitive feedback programs
- Identify gaps in customer feedback coverage and implement new listening mechanisms
- Own the design, administration, reporting, and continuous improvement of customer listening programs and experience measurement frameworks

## AI-Powered Customer Signals & Experience Insights
- Develop scalable approaches for combining structured and unstructured customer signals into a unified view of the customer experience
- Leverage AI, natural language processing, sentiment analysis, and emerging technologies to identify trends, themes, friction points, and root causes
- Build frameworks for detecting early warning signals, emerging customer risks, and opportunities for proactive intervention
- Utilize GenAI-powered tools to accelerate insight generation, summarize qualitative feedback, and surface meaningful customer patterns at scale
- Partner with technical and business teams to continuously improve customer intelligence capabilities

## Organizational Influence & Systemic CX Improvements
- Synthesize customer signals across multiple touchpoints to uncover systemic issues
- Analyze customer feedback and experience data to identify key drivers of customer satisfaction, loyalty, retention, and advocacy
- Translate customer insights into clear, compelling recommendations that influence decision-making and investment priorities
- Facilitate cross-functional reviews and action-planning sessions
- Partner across Product, Engineering, Customer Success, Support, Marketing, Sales, Operations, and other teams to prioritize and implement customer experience enhancements
- Serve as a strategic advocate for the customer

## Closed-Loop Feedback & Real-time Customer Action
- Own and continuously improve the organization's closed-loop feedback strategy
- Partner with frontline teams to establish and maintain effective customer response processes within SLAs
- Monitor closed-loop performance and identify systemic issues
- Ensure customer feedback drives both immediate recovery efforts and long-term improvements
- Track the impact of actions taken and communicate outcomes to stakeholders

## Minimum Requirements
- 6+ years of experience in Customer Experience, Customer Experience Strategy, Customer Insights, Market Research, or related discipline in B2B SaaS or enterprise environment
- Experience designing and operating customer listening programs and translating feedback into business action
- Demonstrated ability to synthesize quantitative and qualitative customer data into actionable insights
- Experience working with customer feedback platforms such as Medallia, Qualtrics, or similar
- Familiarity with AI-enabled research, text analytics, sentiment analysis for unstructured feedback
- Experience managing closed-loop feedback programs and customer recovery processes
- Proven ability to influence stakeholders across complex, cross-functional environments
- Strong analytical, communication, and storytelling skills with experience presenting to senior leaders

## Preferred Qualifications
- Experience applying GenAI, machine learning, or advanced analytics to customer feedback analysis
- Experience building or enhancing customer listening frameworks, feedback taxonomies, or customer intelligence programs
- Familiarity with customer journey mapping, experience measurement methodologies, and customer lifecycle analysis
- Understanding of customer experience metrics, benchmarking methodologies, and statistical analysis techniques

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