Customer Experience Manager (Support)

Customer Experience Manager (Support) Location: Remote (U.S. time zones) Team: Customer Experience Reports to: VP of Customer Experience The Role Cheqroom is looking for a hands-on, customer-obsessed Customer Experience Manager who will own the support experience and nurture customer success across support, onboarding, adoption, and relationship management. You’ll be the go-to for a defined set of U.S. customers—owning communication, issue resolution, account health, and long-term value delivery. This role blends reactive support execution with proactive customer engagement, all within a structured, scalable CX model. If you thrive on solving problems, connecting with customers, and driving measurable outcomes, this role is for you. What You’ll Do • Support Execution & Ownership: Lead and resolve customer support inquiries across chat, email, and ticketing tools with speed, accuracy, and empathy. • Troubleshoot & Escalate: Investigate product issues by understanding workflows and configurations; partner with Product and Engineering to move things forward. • Customer Portfolio Management: Serve as the named Customer Experience Manager for a select book of customers, building trust and ensuring continuity. • Onboarding & Adoption: Support onboarding activities, guide configuration, and educate customers on best practices to drive successful adoption. • Proactive Engagement: Identify usage gaps and friction points; reach out to help customers get more value from Cheqroom. • Monitor Health & Risk: Track customer sentiment and product usage to spot risks early and act before they escalate. • Documentation & Knowledge Sharing: Keep CRM and support systems up to date and help improve internal and public knowledge resources. • Cross-Functional Collaboration: Bring customer insights to Product, Engineering, Sales, and CX leadership to shape prioritization and improvements. About You • CX & Support Mindset: 3+ years in B2B SaaS support, success, or experience roles with a strong service mindset. • Customer Ownership: You manage relationships with care, clarity, and accountability. • Problem Solver: You get excited about diagnosing issues and finding solutions. • Strong Communicator: You write and speak clearly, with a knack for calming frustrated customers and explaining technical concepts simply. • Organizer & Prioritizer: You balance reactive support with proactive engagement without losing your cool. • Collaborative: You enjoy partnering across teams to improve outcomes and scale best practices. • Process-Driven: Detail matters—you document things well and help make processes better for everyone. What We’re Looking For • Experience: 3–5 years in Customer Support/Customer Experience/Success within a B2B SaaS environment. • Tools: Familiarity with CRM (HubSpot or similar), help desk systems, and live chat tools. • Data Awareness: Comfort with basic product usage signals and customer health data. • Operational Excellence: You’ve operated effectively in a fast-growing company and you thrive in a scaling environment. ✨ What We Offer • A high-impact role where you’ll truly own your work and influence customer success • A customer-centric team that values empathy, clarity, and getting things done • Remote-first culture with flexibility and trust • Opportunities to learn, grow, and innovate • Generous Paid Time Off (PTO) and company holidays • Competitive salary and performance incentives • Access to continuous professional development Ready to Join Us? Apply now and help us make Cheqroom the best experience for our customers. Apply tot his job Apply To this Job