# Customer Experience Manager

**Company:** [Mark43](https://hotfix.jobs/companies/mark43)
**Location:** Unspecified
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Account Management, Customer Success, Consulting, Project Management, Problem Solving, Written Communication, Oral Communication, Cross-Functional Collaboration, Multitasking, Client Relationship Management
**Posted:** 2026-06-01

> The Customer Experience Manager will advocate for clients, manage post-implementation processes, and ensure product adoption and user satisfaction. This role involves significant client interaction, both in-person and virtually, and requires strong communication and problem-solving skills.

## Job Description

## What you can expect to work on:

* Advocate for the client to ensure their needs are being met.
* Participating in pre-implementation activities to establish relationships and domain expertise early in the deployment process.
* Performing post-implementation tasks, on-site with our clients, while working on a dynamic Customer Experience team.
* Collaborating with the Customer Support, Account Management and Implementation teams to ensure a smooth post-implementation experience for our clients.
* Working with our clients to learn and understand their current workflows.
* Keep diligent records of all client meetings, tasks, and deliverables.
* Seeking out and nurturing relationships with power-users and influencers within client sites.
* Tracking user feedback to help influence the product roadmap and maintain communication with clients to resolve product issues.
* Distributing and ensuring completion of client surveys and ultimately responsible for your clients NPS score.
* Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment.
* Collaborating with first responders, which is a uniquely satisfying experience.
* Helping to innovate and test new processes to improve efficiency as well as internal and external customer satisfaction.

## What we expect from you:

* 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.
* Knowing when to problem solve, either independently or by asking smart questions of your teammates.
* Outstanding written and oral communication skills - you’ll often be writing materials that will go directly to our clients and will need to adjust internal jargon for external.
* Detail oriented and the 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 (while comfortable also 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.

## What you can expect from us:

* Mentorship from experienced Customer Experience team members.
* Constant collaboration with numerous Mark43 teams, including Customer Support, Implementation, Product, Engineering, and Executive leadership.
* Building mission critical and socially responsible software to enable first responders to better serve their communities.
* A team that respects and embraces your ideas and expertise.
* Coworkers that are motivated by pursuing excellence, rather than the prospect of personal gain.
* A workplace dedicated to supporting and bettering public safety and government agencies.
* An effort to balance autonomy and guidance.
* The chance to participate in development opportunities, including through services like Udemy, from day one.

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