Manager, Customer Experience

Omaha, NE - USA

Monthly Salary: Not Disclosed

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

Manager Customer Experience

Job Description

Workshop is looking for a Customer Experience Manager to lead our Support and Onboarding this role youll be a key driver of how customers experience Workshop from their first interaction with the Customer Success Team through every technical touchpoint. Youll manage a team of Solutions Engineers and Onboarding Project Managers sitting at the intersection of people leadership operational excellence and customer advocacy. This is a high-impact management role for someone who thrives on developing and empowering teams continuously refining systems and processes and ensuring every customer interaction reflects the quality and care Workshop is known for.

This role reports directly to the Director of Customer Success and will lead a team of support and onboarding specialists.

As the Manager Customer Experience you will:

Manage coach and develop a team of Solutions Engineers and Onboarding Project Managers
Set clear goals and accountability structures for direct reports running regular 1:1s performance conversations and career development discussions
Ensure a seamless high-quality customer experience across technical onboarding and ongoing support
Set and monitor service-level standards; serve as the escalation path for high-priority customer situations
Build and refine scalable processes for onboarding and support that grow with the business including leveraging AI to automate workflows and improve efficiency
Track key metrics (time-to-value CSAT ticket resolution onboarding completion) and use data to drive continuous improvement
Surface customer feedback and trends cross-functionally to influence Product Engineering and CS strategy
Partner with the Director of Customer Success to align on team goals headcount and long-term strategy

To be successful at this role youll need:

3 years in a customer-facing SaaS role (Customer Success Technical Onboarding Support or similar).
1 years of people management experience leading technical or customer-facing teams.
Strong operational skills: building processes managing SLAs/queues capacity planning and running multiple workstreams.
Clear confident communication with technical and non-technical audiences including customers and senior stakeholders.
A proactive solutions-first mindset: you spot patterns fix root causes and prevent repeat work.
Comfort operating in a fast-moving startup where priorities shift and scalable systems are required.

Benefits:

Competitive compensation
Healthcare
Stock options
401k
Unlimited vacation
Flexible work environment

About Workshop

Workshop is a fast growing venture-backed startup based in Omaha Nebraska and were on a mission to create more happy Mondays for employees everywhere. We build software to help internal communications teams create send and measure multi-channel employee-centric campaigns.

Required Experience:

Manager

Manager Customer ExperienceJob DescriptionWorkshop is looking for a Customer Experience Manager to lead our Support and Onboarding this role youll be a key driver of how customers experience Workshop from their first interaction with the Customer Success Team through every technical touchpoint. You...