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Customer Experience Manager
CasapNew York, San Francisco
Apply Location(s)
This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays.
About the Role
As a Client Experience Manager, you are the accountable owner of the post-onboarding client experience. The role thrives inside the product, investigating real issues, and resolving them with precision. It is equal parts reactive and proactive: you own the support queue, treat recurring problems as programs to solve, and act as the trusted face for clients across multi-year relationships.
This role is ideal for someone who is naturally inquisitive, a great problem solver, and an empathetic communicator, just as comfortable digging through logs as presenting outcomes to a client's leadership team.
What You'll Do
- Client Support: Own the support queue end to end. Triage, respond, resolve, and track issues to closure across every organization we serve.
- Issue Investigation: Reproduce client-reported issues and research logs to root cause before escalating.
- Partnership: Hand off to engineering and product with clean, reproducible, high-signal detail, including steps, logs, expected versus actual behavior, and impact.
- Own Outcomes, Not Just Tickets: Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable solutions rather than one-off fixes.
- Insight Generation: Synthesize patterns across tickets into clear themes and recommendations on a regular cadence.
- Client Training: Deliver enablement sessions, feature walkthroughs, and best-practice guidance, and build the documentation and runbooks that prevent repeat questions.
- Implementation Support: Partner with the implementation team during onboarding to train clients and help new users get fluent quickly.
- Proactive Engagement: Stay ahead of clients through a regular meeting cadence, weekly or biweekly as needed, plus follow-up as needed.
What You’ve Done
- Eager to become a subject-matter expert in the product and disputes, and quick to ramp on hard domains
- Strong problem-solving skills with a structured approach to breaking down problems.
- An excellent written communicator who can make a complex dispute issue legible to clients and teammates.
- Comfortable in an early-stage environment, building process while doing the work
- Great presence and professional composure, especially when an issue is live and the stakes are high