At a Glance
- Tasks: Lead customer relationships and ensure satisfaction using AI-driven insights.
- Company: Join a forward-thinking tech company focused on customer success.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with significant autonomy and career advancement potential.
- Why this job: Make a real impact by enhancing customer experiences with innovative technology.
- Qualifications: Experience in B2B software management and strong communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
The Lead Customer Experience Manager (CXM) is accountable for the overall success, health, and retention of a portfolio of customers in a post-sale capacity. This role combines customer relationship management with technical and operational oversight to ensure customers achieve expected business outcomes. The CXM owns the full customer journey post-sale, including customer outcomes, support experience, and risk management, and serves as the primary point of accountability for customer outcomes. The CXM is an AI-first role, leveraging AI, automation, and data-driven signals to manage customer engagement at scale, prioritising orchestration and decision-making over manual execution. The role works cross-functionally with Product Engineering (Support / Dev), Product Management, Professional Services, Customer Advocates, and Sales to deliver a consistent, high-quality customer experience across assigned accounts.
SCOPE
- Knowledge: Deep expertise in assigned products, industry domain, and customer use cases. Strong understanding of enterprise software environments, configurations, integrations, and data flows. Proficiency in interpreting AI-generated insights and usage metrics.
- Complexity: Manages a portfolio of B2B software/SaaS customers of varying size and complexity. Scope and complexity increase by level (Associate through Director). Requires judgment in prioritising direct engagement versus AI/program-led approaches.
- Supervision: No direct reports in most scenarios; varies by region and level. Operates with significant autonomy, escalating cross-functional issues as appropriate.
ORGANISATION
- Full Line: None (in most scenarios; varies by region)
- Dotted Line: Account Manager; Customer Advocate; Product Engineering (Support & Dev); Services; Product Management; AI as a Service teams
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Customer Ownership & Outcomes: Own overall customer health, retention, and satisfaction across assigned accounts. Build and maintain strong relationships with key customer stakeholders, including executive sponsors. Ensure customers realise value from their investment.
- AI-Driven Customer Management: Leverage AI tools and platforms to monitor customer health, engagement, and risk signals. Utilise AI-generated insights to prioritise actions and determine appropriate engagement models. Continuously identify opportunities to improve efficiency and customer experience through AI and automation.
- Escalation & Risk Management: Lead customer escalations end-to-end, ensuring timely resolution and clear communication. Identify early risk signals (NPS detractors, adoption gaps, support trends) and drive mitigation plans. Own follow-up and action planning for NPS detractors, ensuring concerns are addressed with closed-loop communication. Coordinate cross-functional teams to resolve complex technical or operational issues.
- Engagement: Drive targeted customer engagement using scalable, programmatic approaches. Leverage AI-driven content, campaigns, and enablement resources to guide customers on best practices. Deliver structured engagements (e.g., business reviews) for higher-tier customers where appropriate.
- Support Experience Oversight: Oversee the AI-enabled support experience for assigned customers, ensuring issues are resolved effectively. Partner with Support and Engineering to address recurring issues and improve product quality. Ensure alignment between customer expectations and service delivery.
- Expansion Support: Identify growth opportunities through customer engagement, product usage insights, and AI-driven signals. Partner with Account Management and Sales to support expansion and renewal activities. Provide input on customer strategy, risks, and opportunities as assigned.
Performance Measures
- Success is measured by customer outcomes rather than operational activity. Key performance indicators include:
- Customer Retention (Gross Retention): Achievement of gross retention targets and reduction of churn across assigned accounts.
- Customer Health: Improvement and maintenance of customer health scores, including proactive identification and mitigation of risk.
- Customer Satisfaction (NPS): Management of customer sentiment, including ownership of NPS detractor follow-up, root cause identification, and recovery actions.
- Escalation Management Effectiveness: Timely and effective resolution of customer escalations, including coordination across internal teams and clear communication with stakeholders.
- Expansion Support: Identification and progression of growth opportunities in partnership with Account Management and Sales.
Role Boundaries
- To ensure clarity and scalability, the CXM role is focused on outcome ownership and does not directly execute all aspects of the customer lifecycle. This role:
- Does not act as primary support delivery, but oversees AI-enabled support outcomes and leads escalations when needed.
- Does not carry a sales quota, but partners with Account Management and Sales to identify and support growth opportunities.
- Does not perform onboarding activities, but engages QuickStart Consultants and Professional Services when customers require onboarding or adoption support.
- Does not perform repetitive, manual activities, instead leveraging AI, programs, tools, and automation to drive engagement at scale.
JOB SPECIFICATIONS
- Education: Bachelor's degree preferred. Equivalent combination of education and experience will be considered.
- Work Experience: Proven experience managing customer relationships in a B2B software or SaaS environment. Experience with enterprise software (ERP strongly preferred). Level-specific years of experience to be defined per the Aptean Job Level Structure.
- Knowledge, Skills & Abilities: Effective communication skills, including ability to engage executive stakeholders. Strong background in WMS or Logistics based software is essential. Demonstrated ability to manage complex customer situations and drive outcomes. Strong technical aptitude with ability to understand software architecture, integrations, and data flows. Demonstrated desire and ability to learn and apply AI tools in day-to-day work. Ability to interpret AI-generated insights and apply judgment in decision-making. Strong problem-solving, critical thinking, and data-driven decision-making skills. Ability to manage multiple customers and priorities effectively. Understanding of relevant industry domains (e.g., manufacturing, supply chain, food & beverage).
Lead Customer Experience Manager employer: Aptean
Aptean is an exceptional employer that champions innovation and collaboration, offering a remote working model that promotes work-life balance. With competitive benefits and a culture that encourages professional growth, employees are empowered to take ownership of their marketing strategies and drive impactful results in the UK and Ireland. Join us to be part of a dynamic team where your contributions directly influence success and revenue outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aptean. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aptean before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Customer Experience Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aptean:Your cover letter is your chance to shine! Tell us why you want to work at Aptean specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aptean!
How to prepare for a job interview at Aptean
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
