# Customer Experience Manager-West

**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 management, client advocacy, feedback tracking, Cross-Functional Collaboration, public sector experience
**Posted:** 2026-07-22

> Customer Experience Manager responsible for post-sales client advocacy, product adoption, change management, feedback collection for the product roadmap, NPS tracking, and issue resolution for public safety software users. Requires 5-10 years experience, up to 80% travel, and interest in working with law enforcement clients.

## 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; 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.
- 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.
- Ability to problem solve independently or by asking smart questions.
- Outstanding written and oral communication skills, including adjusting internal jargon for external audiences.
- 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.

## Benefits
- 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 motivated by pursuing excellence.
- A workplace dedicated to supporting and bettering public safety and government agencies.
- Balance of autonomy and guidance.
- Opportunities to participate in development programs, including Udemy, from day one.

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