Manager, Customer Experience

Case IQ helps companies protect their employees, culture, and business through world-class software for uncovering, investigating, and preventing fraud, ethics, harassment, discrimination, and security incidents. We’re proud to count a roster of Fortune 500 companies among our customers, which have relied on Case IQ for managing millions of cases over the past 20 years and helping mitigate billions of dollars in financial and brand risk.

We’re looking for a Manager, Customer Experience to join our Sales team. The Manager of Customer Experience will work directly with our constantly growing world-class customers. Your focus in this role will be develop our Customer Experience function by mentoring the team, analysing data, and implementing strategies that drive value for Case IQ and our customers.

What You’ll Do

• Lead and oversee a team of Customer Experience Advocates, providing guidance, mentorship, and support to ensure exceptional performance and growth.
• Strategically manage the Customer Experience function, focusing on reducing churn, fostering customer advocacy, identifying new opportunities, and optimizing processes for efficiency.
• Cultivate a customer-centric culture within the team, emphasizing the importance of building strong, long-lasting relationships with clients.
• Develop and implement strategies to enhance customer satisfaction, loyalty, and retention across all accounts, leveraging insights and feedback to drive continuous improvement.
• Collaborate cross-functionally with sales, product development, support, marketing, and other teams to align Customer Experience initiatives with overall business objectives.
• Analyze performance metrics and key performance indicators to track progress, identify areas for improvement, and make data-driven decisions to drive results.
• Provide regular coaching, feedback, and professional development opportunities for Customer Experience Advocates, empowering them to excel in their roles and achieve their career goals.
• Act as a point of escalation for complex customer issues, working closely with team members to resolve challenges and ensure timely resolution.
• Stay abreast of industry trends, best practices, and emerging technologies in Customer Experience management, incorporating relevant insights into team strategies and operations.
• Manage a book of 10 customers, and developing a deep understanding of how our customers use the product.

Who We’re Looking For

• A seasoned leader with a proven track record of success in Customer Experience management or related roles, with experience managing teams.
• Excellent interpersonal and communication skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Strong analytical skills, with the ability to interpret data, draw actionable insights, and drive informed decision-making.
• Demonstrated ability to build and nurture relationships with clients, prioritize competing responsibilities, and drive results in a fast-paced environment.
• Strategic thinker with a customer-focused mindset, passionate about delivering exceptional experiences and driving customer satisfaction.
• Collaborative team player, able to inspire and motivate team members to achieve shared goals and objectives.
• Minimum of [2] years of experience leading a team in Customer Experience, customer success, account management, or related fields.
• Proven ability to lead and develop high-performing teams, fostering a culture of accountability, innovation, and continuous improvement.
• Results-oriented mindset, with a commitment to driving business growth and delivering tangible outcomes for both customers and the organization.

Perks and Benefits

• Work remotely within a flexible work environment (our team spans the US and Canada)
• Competitive company-paid benefits plan starting day 1!
• Generous professional development budget
• RRSP/ 401k matching program and company stock options
• Half-day Fridays in the summer + weekly meeting free time blocks

Selected candidates will be contacted through BambooHR (please check your junk mail).

Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at hr@caseiq.com.