Senior Manager, Customer Experience
Application managed by InterviewHR
$152,000 – $228,000 / yearly
Talkdesk is seeking a Senior Manager of Customer Experience to lead enterprise customer success and drive strong technical and business outcomes. In this senior people leadership role, you will manage a team of CX Managers while serving as a trusted technical and strategic advisor to Director, VP, and C-level customer stakeholders. You'll be accountable for the complete customer journey—from onboarding through renewal and expansion—ensuring successful platform adoption, optimization, and measurable business impact. This position blends hands-on customer leadership with team management, requiring you to translate complex customer business goals into scalable technical solutions. You will lead customer reviews, manage advanced initiatives, identify and mitigate risks, and partner across internal teams (Product, Engineering, Professional Services, Sales) to drive customer retention and expansion. Your role is critical in demonstrating value realization and supporting customers' digital transformation efforts. You'll thrive in this role if you have 8+ years of SaaS/CCaaS experience in Customer Experience, Technical Account Management, or similar functions, combined with 2-4+ years of people management. Strong technical foundations (APIs, CRM platforms, cloud architectures), excellent stakeholder engagement skills, and the ability to connect technical solutions to business outcomes are essential.
Responsibilities
- Act as the primary technical owner of customer relationships, accountable for end-to-end experience from onboarding through renewal and expansion
- Serve as a senior technical and strategic advisor to customer stakeholders, guiding platform adoption and architecture decisions
- Provide guidance and oversight for complex onboarding, platform enhancements, and advanced feature deployments
- Partner with internal teams to translate customer business goals into scalable, secure technical solutions
- Build and maintain strong relationships with Director, VP, and C-level customer stakeholders
- Lead customer reviews focused on adoption progress, KPIs, value realization, and roadmap alignment
- Maintain oversight of complex customer initiatives, ensuring alignment across stakeholders and workstreams
- Proactively identify risks related to customer health, adoption, or delivery, and guide mitigation efforts
- Act as a point of escalation for customer-facing challenges, partnering with leadership as needed
- Support customer change management efforts to drive sustained adoption and outcomes
- Partner with Sales and Account teams to support renewals and expansion by demonstrating realized value
- Leverage customer insights and usage data to identify optimization and growth opportunities
- Manage, coach, and develop a team of CX Managers supporting enterprise and advanced customers
- Set clear performance expectations aligned to customer outcomes, adoption metrics, and delivery quality
- Coach team members on customer strategy, technical leadership, and consultative engagement
- Support hiring, onboarding, and ongoing development of CX talent
- Drive consistency and quality across customer engagements through shared playbooks and standards
- Collaborate closely with Product, Engineering, Professional Services, Support and Sales teams
- Provide structured customer feedback to inform product enhancements and CX improvements
Skills
Benefits
- Medical, Dental, Vision, Life and Disability Insurance
- Employee Assistance Program (EAP)
- 401(k) plan
- Uncapped paid time off program
- 14 paid holidays per year
- Long term incentives in the form of equity
- Short term incentives of bonus or commission
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