Customer Experience Manager - Technical Training and Enablement

Job description

Position Overview We are seeking a strategic and customer-obsessed Customer Experience Manager to lead and optimize the end-to-end customer journey with our products and services. This role will be responsible for shaping onboarding, training, and self-service resources including the knowledge base, ensuring customers enjoy a seamless and positive experience at every self-service touchpoint. The Customer Experience Manager will partner closely with Product Management, Product Marketing, Sales, and Technical Support teams to champion the voice of the customer across the organization and will manage a dedicated team. The Customer Experience Manager will report directly to the VP of Product and Marketing. Roles and Responsibilities: - Customer Onboarding & Training - Design and deliver engaging customer onboarding and enablement programs—including materials, live/virtual training, and self-paced learning resources—that drive adoption and satisfaction. - Identify customer knowledge gaps and develop educational content and best practices for effective product use. - Knowledge Base & Self-Service Management - Oversee the creation, curation, and continual improvement of the customer knowl...