Customer Experience Manager

Airship is trusted by world’s leading brands such as Alaska Airlines, BBC and The Home Depot to drive revenue growth and customer loyalty with exceptional cross-channel customer experiences. Today, brands are challenged to deliver seamless, unified customer experiences across a fragmented array of channels and devices— apps, websites, email, SMS, wallets and more. 

Airship’s no-code, AI-powered platform was designed with non-technical, growth-focused teams in mind, making it easy to create, test and orchestrate hyper-personalized experiences across all channels. With the ability to easily enrich customer data and rapidly launch growth experiments, Airship enables brands to deliver consistent, meaningful interactions that accelerate conversion and foster deeper customer relationships.

We invite you to be part of our journey in building products and delivering services that touch millions of customers around the world every day.

To learn more about us, visit www.airship.com, read our blog or follow us on LinkedIn.

The Customer Experience Manager II owns the post-sales lifecycle for a portfolio of commercial and enterprise customers with moderate complexity and risk. You are responsible for driving measurable customer outcomes, strengthening stakeholder relationships, and ensuring customers are prepared for successful renewals.

You operate with greater autonomy than a CXM, managing more complex adoption scenarios and emerging executive relationships. You translate product usage into business value, proactively manage risk, and guide customers toward deeper platform adoption.

While Growth Managers own pricing, negotiation, and contract execution, you own the customer strategy. You define success plans, track value realization, and prepare customers for renewal and potential expansion conversations.

• →Own the end-to-end post-sales lifecycle for a portfolio of mid-to-high complexity accounts
• →Lead onboarding by aligning on business objectives, defining success metrics, and establishing KPIs
• →Develop and maintain structured success plans tied to measurable outcomes
• →Connect product usage to business impact and communicate ROI clearly
• →Deliver value reviews to both operational stakeholders and emerging executive sponsors
• →Monitor customer health and proactively identify risks at least 6 months before renewal
• →Build multi-threaded relationships across functional teams and begin engaging executive stakeholders
• →Identify adoption gaps and drive action plans to improve usage and outcomes
• →Surface expansion signals and partner with Growth Managers on readiness and positioning
• →Prepare customers for renewal by ensuring value is documented, understood, and aligned to goals
• →Coordinate cross-functional resources to resolve blockers and accelerate time to value
• →Maintain accurate account documentation, health scoring, and lifecycle tracking

• 4–6+ years of experience in SaaS customer success or account management
• Proven ability to manage accounts with moderate complexity and multiple stakeholders
• Strong communication and presentation skills across operational and senior stakeholders
• Experience delivering business reviews tied to measurable value
• Ability to proactively identify risk and develop mitigation plans
• Analytical mindset with ability to translate usage data into value narratives
• Experience building relationships beyond day-to-day contacts
• Comfort operating cross-functionally to drive customer outcomes
• Experience experimenting with AI tools in your personal or professional life - or an eagerness to learn!

• Experience supporting enterprise marketing or engagement platforms
• Familiarity with digital marketing, mobile, email, or analytics ecosystems
• Experience working with renewal cycles and forecasting inputs
• Exposure to expansion readiness and account growth planning

Airship’s ‘Digital First’ approach to work means that for the majority of our roles, work can be performed remotely, either some or most of the time. Airship believes that flexible work contributes to a more productive and more equitable work environment, and that Airshippers are able to collaborate, innovate, and support one another across different locations and timezones.

Some roles may require that employees perform their work from a specific location to support business activities, and/or be within proximity to an Airship office location or customer or partner locations, while other roles can be performed 100% remotely. 

This position is fully remote and may require up to 10% travel based on business needs or as requested by your manager.

Airship is committed to fostering a diverse work environment and providing equal employment opportunities to all applicants and employees. We welcome your application and our hiring and employment decisions are made irrespective of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. In alignment with our commitment to equal opportunity, Airship will consider for employment all qualified applicants, including those with criminal histories, in a way that adheres to the principles of fairness and the requirements of local Fair Chance laws, where applicable.

By submitting this application, I affirm that the facts set forth in it are true and complete to the best of my knowledge. I understand that if I am employed, false statements, omissions, or misleading information given in my application, interview(s), or in a background check may result in dismissal.