Customer Experience Manager

About AirshipAirship is trusted by world’s leading brands such as Alaska Airlines, BBC and The Home Depot to drive revenue growth and customer loyalty with exceptional cross-channel customer experiences. Today, brands are challenged to deliver seamless, unified customer experiences across a fragmented array of channels and devices— apps, websites, email, SMS, wallets and more. Airship’s no-code, AI-powered platform was designed with non-technical, growth-focused teams in mind, making it easy to create, test and orchestrate hyper-personalized experiences across all channels. With the ability to easily enrich customer data and rapidly launch growth experiments, Airship enables brands to deliver consistent, meaningful interactions that accelerate conversion and foster deeper customer relationships.We invite you to be part of our journey in building products and delivering services that touch millions of customers around the world every day.To learn more about us, visit www.airship.com, read our blog or follow us on LinkedIn.About the RoleThe Customer Experience Manager leads the post-sales lifecycle for Airship’s Enterprise customers. You serve as the primary advocate and strategic partner, guiding customers from onboarding through renewal. You own customer retention by driving adoption, delivering measurable value, and advancing long-term product maturity.CXMs own renewals when there is no upsell, expansion, new products, or commercial complexity. You are responsible for preparing, managing, and executing these renewals end to end. You collaborate closely with Growth Managers, who engage only when there is upsell, expansion, new products, or commercial complexity. Together, you ensure a seamless customer experience that protects retention and enables growth.What You'll DoAct as the primary point of contact for assigned Enterprise customers across industries and use casesOwn the full post-sales lifecycle, including onboarding, success planning, adoption, value realization, and renewal executionLead renewal conversations, timelines, and execution when there is no upsell, expansion, or change to contract scopeGuide customers through onboarding by setting goals, aligning timelines, coordinating resources, and establishing a long-term success roadmapMonitor customer health through usage data, engagement patterns, and maturity indicators to identify retention risk, growth signals, and corrective actionsAnalyze activity and performance data to calculate ROI and communicate measurable outcomes to customers and internal teamsCreate and deliver strategic business reviews that present insights, recommendations, benchmarks, and progress against customer goalsBuild trusted relationships with daily users, operational teams, and executive sponsors, influencing decision makers through insights and proven valueIdentify use cases, feature needs, and signals that indicate readiness for upsell or expansion, partnering with Growth Managers to align timing and messagingCollaborate with Product, Marketing, Services, and Solutions teams to surface trends, share customer feedback, and improve the customer experienceServe as a customer advocate by representing needs, gathering feedback, and helping shape the product roadmapMaintain accurate account documentation, including success plans, renewal timelines, health metrics, and CRM updates to support cross-functional alignmentCoordinate internal resources across teams to resolve issues, accelerate time to value, and reduce renewal riskSupport customer education through enablement sessions, workshops, and structured learning engagementsLeverage emerging AI tools and productivity capabilities to improve the quality and effectiveness of customer interactionsRepresent Airship professionally in customer meetings, renewal discussions, strategic workshops, and executive presentationsWhat We're Looking ForAt least five years of experience in customer-facing SaaS roles supporting enterprise customersCustomer-centered mindset with strong ownership of retention and renewal outcomesExperience in customer success, account management, or SaaS roles focused on adoption, value, and renewalsAbility to manage renewal conversations with confidence, clarity, and customer empathyStrong communication and presentation skills, with the ability to engage both technical and non-technical audiencesExperience working with complex enterprise organizations and navigating multiple stakeholder groups, including executivesAbility to operate in a fast-moving environment while balancing strategy, execution, and customer needsInterest in AI and emerging technologies, with a willingness to integrate new tools into daily workflowsWe'd Be Delighted If You Also HaveExperience supporting or running digital marketing programs for a global brand or SaaS platformComfort working across mobile channels including iOS, Android, SMS, Mobile Wallet, Email, and WebFamiliarity with HTML for basic message customizationBackground in digita