Customer Experience Manager – Fully Remote Night Shift

About the role

The company, a global SaaS provider, is looking for a Customer Experience Manager to support strategic customers during night shifts. This fully remote position focuses on guiding clients through onboarding, growth, and retention while collaborating with cross‑functional teams.

Key responsibilities

• Own the end‑to‑end customer journey for assigned strategic accounts, from sales positioning through onboarding, utilisation, and expansion.
• Coordinate onboarding for large customers, working with internal technical teams and external stakeholders to ensure seamless transitions.
• Build multi‑threaded relationships within client organisations and act as a subject‑matter expert for your portfolio.
• Conduct regular check‑ins to monitor solution utilisation, address concerns, and drive satisfaction.
• Partner with sales to identify expansion opportunities and collaborate on growth strategies.
• Maintain accurate health scores, provide executive updates, and generate reports to inform strategic decisions.

Required profile

• 3–7 years of experience in customer success, experience, sales, project or account management within SaaS or cybersecurity.
• Strong project‑management abilities, capable of coordinating technical projects with multiple stakeholders.
• Excellent verbal and written communication skills for diverse audiences.
• Proactive, problem‑solving mindset with a customer‑centric, empathetic approach.
• Bachelor’s degree or equivalent experience.

Required skills

• Proficiency with Salesforce or similar CX tools (e.g., Planhat).
• Familiarity with SaaS platforms and cybersecurity solutions.

What we offer

• Fully remote, flexible working arrangements.
• Ongoing training and access to industry‑leading tools.
• Supportive and inclusive workplace culture.