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Open nowPosted 140 days ago

Customer Experience Manager

Casap14 open roles

Where
New York, San Francisco
Work mode
Hybrid
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Your applicationOpen nowCustomer Experience ManagerCasap · New York, San Francisco

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Casap's own form.

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The clock on this job

Early applications get read.

11.9% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.9%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 140 days ago

The posting

Location(s)

This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays.

About the Role

As a Customer Experience Manager, you are the accountable owner of the post-onboarding client experience for a portfolio of banks, credit unions, and fintechs. The role thrives inside the product and inside the relationship: you investigate real issues and resolve them with precision, you turn recurring problems into durable programs, and you serve as the trusted face for clients across multi-year engagements.

This is a role for someone equally comfortable debugging an API integration and presenting outcomes to a client's leadership team. You pair genuine care for clients with the investigative depth to solve their hardest problems, and the operational rigor to make those solutions last.

What You'll Do

Own Technical Resolution: Reproduce client-reported issues, research logs, query data, and identify root cause. Resolve what you can directly, and escalate the rest to engineering with clean, reproducible, high-signal detail: steps to reproduce, log evidence, expected versus actual behavior, and client impact. Be the Bridge to Engineering and Product: Translate client problems into clear technical requirements and prioritized, business-context-rich input. Identify recurring friction points and advocate for scalable solutions rather than one-off fixes. Own Outcomes, Not Just Tickets: Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable resolutions. Manage the Client Relationship: Own the operational and executive relationship across a multi-year engagement. Serve as the trusted advisor and primary point of contact, building credibility that outlasts any single issue. Drive Enablement and Adoption: Deliver training sessions, feature walkthroughs, and best-practice guidance. Build the documentation and runbooks that make clients self-sufficient and prevent repeat questions. Engage Proactively: Stay ahead of clients through a regular meeting cadence and structured business reviews that connect platform performance to their operational goals. Support Implementation: Partner with the implementation team during onboarding to train clients and help new users get fluent quickly.

What You’ve Done

4-7 years in a technical account management, customer engineering, support engineering, or technical customer success role, ideally at a B2B SaaS or fintech company serving financial institutions Demonstrated ability to investigate technical issues independently: reading logs, debugging API integrations, querying data, and identifying root cause before escalating Hands-on familiarity with REST APIs and troubleshooting tools such as DataDog or OpenSearch; working knowledge of SQL for investigation and analysis Strong relationship management skills with mid-market or enterprise clients, with the presence to build credibility with operational and executive stakeholders alike Exceptional written and verbal communication: able to make a complex technical or dispute issue legible to both a client's frontline team and its leadership Structured problem-solver, comfortable in an early-stage environment, building process while doing the work Great composure when an issue is live and the stakes are high

Nice to Have

Experience in payments, disputes, chargebacks, or Reg E/Z compliance workflows Familiarity with authentication concepts (e.g., JWT) and API security Working knowledge of Python for debugging and analysis Familiarity with HubSpot, Linear, or similar CRM and ticketing tools Background working with banks, credit unions, or core banking systems

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