Customer Experience Manager (Support) - Remote

Overview

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.

In Short

• Lead and resolve customer support inquiries across chat, email, and ticketing tools.
• Investigate product issues and partner with Product and Engineering.
• Manage relationships with a select book of customers.
• Support onboarding activities and educate customers on best practices.
• Identify usage gaps and reach out to help customers get more value.
• Track customer sentiment and product usage to spot risks early.
• Keep CRM and support systems up to date.
• Bring customer insights to improve prioritization and outcomes.

Requirements

• 3+ years in B2B SaaS support or success roles.
• Strong service mindset and customer ownership.
• Excited about diagnosing issues and finding solutions.
• Strong communication skills to explain technical concepts simply.
• Ability to balance reactive support with proactive engagement.
• Enjoy partnering across teams to improve outcomes.
• Detail-oriented with process improvement skills.

Benefits

• A high-impact role with ownership and influence on customer success.
• A customer-centric team that values empathy 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.