# Customer Experience Manager

**Company:** [Mark43](https://hotfix.jobs/companies/mark43)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Account Management, Customer Success, Project Management, Consulting, Change Management, nps, client advocacy, public sector, CRM, feedback management
**Posted:** 2026-06-01

> Customer Experience Manager responsible for driving product adoption, user satisfaction, change management, and feedback for Mark43's public safety software. Serves as trusted client advisor, tracks NPS, influences product roadmap, with 50-80% travel and 5-10 years customer success or account management experience.

## Job Description

## Responsibilities
- Advocate for the client to ensure their needs are being met.
- Participate in pre-implementation activities to establish relationships and domain expertise early in the deployment process.
- Perform post-implementation tasks on-site with clients while working on a dynamic Customer Experience team.
- Collaborate with Customer Support, Account Management, and Implementation teams to ensure a smooth post-implementation experience.
- Work with clients to learn and understand their current workflows.
- Keep diligent records of all client meetings, tasks, and deliverables.
- Seek out and nurture relationships with power-users and influencers within client sites.
- Track user feedback to influence the product roadmap and maintain communication with clients to resolve product issues.
- Distribute and ensure completion of client surveys; ultimately responsible for clients’ NPS score.
- Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment.
- Collaborate with first responders.
- Help innovate and test new processes to improve efficiency and customer satisfaction.

## Requirements
- 5-10 years of account management, customer success, consulting, project management, and/or customer success experience.
- Four-year university/college degree preferred.
- Proven experience participating in a complex project from start to finish.
- Outstanding written and oral communication skills.
- Detail oriented with ability to document and track tasks.
- Excitement about working with cross-functional teams in a matrix organization.
- Ability to multitask and work on multiple projects concurrently.
- Ability to travel up to 50-80% and comfort working directly from client sites.
- Willingness to operate outside of assigned projects and pitch in wherever necessary.
- Interest in working with a public sector client, such as law enforcement (LE), at the local, state, or federal level.
- Comfortable working remotely.
- Experience providing (and receiving) feedback across levels of leadership and peers.
- A change champion able to adapt to changing processes and needs while comfortable asking questions and creating dialog.

## Nice-to-Haves
- Interest in public safety and government agencies.
- Experience with first responders or law enforcement workflows.

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