Relationship Manager, CX

📋 Description

• Be the expert for B2B/SMB customers, handling inquiries via email and phone
• Own cases end-to-end and deliver high-quality service
• Drive retention with tailored save strategies and product or pricing improvements
• Collaborate with Sales, Product, Engineering, and Operations to troubleshoot issues
• Translate feedback into actionable insights for product/process improvements
• Educate customers with training and resources to maximize platform use

🎯 Requirements

• 3+ years in customer service or contact center, preferably B2B SaaS
• 3+ years in a full-time customer care role, emphasis on managing relationships
• Ability to stay composed under pressure and maintain high satisfaction
• Adaptability to changing priorities with strong quality focus
• Analytical thinking and comfort with data-driven decisions
• Clear problem solving with cross-functional influence

🎁 Benefits

• Competitive base pay, benefits, and equity (RSUs) – Total Rewards philosophy
• Hybrid work with in-office days at Denver/San Francisco/New York areas as applicable
• AI tools and technology to support your role