Customer Experience Manager (Scale CSM)

We are seeking an experienced and passionate Customer Experience Manager to join our Customer Experience team. This pivotal role is designed to redefine customer engagement through the strategic use of technology and data-driven insights, as well as personal CSM touches to drive customer engagement and retention. As CXM, you will be responsible for a book of business of about 500-700 contracted business accounts.

You will analyze and contextualize our scale customer journey to craft proactive digital communication strategies that enhance the customer experience, increase gross and net retention, and drive real customer success at scale.

This fully remote role reports to the Director of Customer Experience and is open to candidates anywhere in the continental US.

 What you will do at Jasper

• Analyze Customer Journeys: Leverage data analytics to deeply understand and map out customer journeys, identifying key touch points and opportunities for improvement.
• Execute On-Demand/Virtual Communications: Use automation and systems to interact regularly with customers at every stage of their lifecycle, from onboard to renewal.
• Develop Digital Communication Strategies: Build and implement proactive communication plans tailored to customer goals, using digital channels to enhance engagement and satisfaction.
• Incorporate Automation: Seamlessly integrate automation into the customer engagement plan, ensuring customers feel valued and supported without constant direct communication.
• Utilize Data-Driven Insights: Employ data to track key performance indicators (KPIs) and continuously refine strategies. Focus on Reach KPIs (e.g., delivery and open rates), Effect KPIs (e.g., NPS, CSAT), ROI KPIs (e.g., churn rate, renewal rate), and Process KPIs (e.g., customer health scores).
• Lead Working Sessions: Instill confidence in our customers through efficiency training of our product.
• Balance Technology and Human Touch: Combine the efficiency of tech-touch strategies with personalized human interactions to maximize customer engagement and satisfaction.
• Assist the CX Renewals Team: Attend and participate in customer renewal conversations to drive vision and further engagement.
• Assist Customer Experience Lead: For specialized projects, current process improvements, and

What you will bring to Jasper

• Bachelor’s degree in Business, Marketing, or related field
• 1-2 years of experience in B2B SaaS
• Strong analytical skills and experience with data-driven insights
• Proven track record of developing successful digital communication strategies
• Excellent communication and interpersonal skills
• Passionate about creating exceptional customer experiences
• Willingness to adapt and learn new technologies quickly
• High level of organization and ability to manage multiple tasks simultaneously

Required Skills

• Customer Journey Mapping: Expert in creating detailed, data-driven journey maps
• Data Analysis: Ability to extract insights from complex customer data sets
• Project Management: Experience leading CX improvement initiatives from conception to implementation
• Stakeholder Management: Skilled at collaborating with diverse teams and influencing decision-makers
• Strategic Thinking: Capacity to develop long-term CX strategies aligned with business goals