Job Summary: Please enter your job advertisement. If you are using Workday recruitment this is what will be published on the website above the job description. This cannot be formatted with bullet points etc. so please use reader friendly paragraphs. Job Description: The Manager, Customer Experience (CX) is a strategic and operational leader responsible for all facets of the post-go-live customer journey at ClarityRFID. This role directly manages the Customer Support and Customer Success teams, ensuring that customers receive world-class support, value realization, and long-term partnership. This leader will build a cohesive, scalable CX organization from the ground up, including: Customer Support (Tier 1 & Tier 2 technical support) Customer Success (renewals, value, adoption, sentiment, and outcomes) A proactive Help Center / Knowledge Base A Customer Academy (training pathways, certification) Customer enablement programs: webinars, “train the trainer,” release briefings A Customer Advisory Panel and advocacy initiatives Customer community and engagement events The ideal candidate is both customer-obsessed and operationally excellent — someone who can manage daily support operations and build long-term customer programs that scale with the business. Role Responsibilities: CUSTOMER SUPPORT LEADERSHIP – 25% Lead Tier 1 and Tier 2 Customer Support teams, ensuring SLA adherence, high-quality interactions, and effective escalations. Oversee troubleshooting processes, escalation workflows, ticket management hygiene, and cross-functional handoffs. Implement and optimize support operations including on-call rotations, incident response, and major incident management. Develop, coach, and mentor support consultants; conduct performance reviews and establish development paths. Ensure Support is fully prepared for new releases, product changes, and customer-specific nuances. CUSTOMER SUCCESS LEADERSHIP – 25% Directly manage Customer Success Managers (CSMs). Define and enforce the ClarityRFID Customer Success methodology, including health scoring, QBRs, renewal planning, and customer value frameworks. Support CSMs through escalations, account strategy, and proactive risk mitigation. Oversee customer lifecycle programs from onboarding through advocacy. Ensure CSMs have the tools, processes, and insights needed to drive renewal, expansion, and long-term satisfaction. CUSTOMER ENABLEMENT: HELP CENTER & CUSTOMER ACADEMY – 20% Build and maintain the ClarityRFID Help Center, including articles, videos, troubleshooting guides, and how-to's. Create and launch the Customer Academy, featuring: Role-based learning paths Self-service product training Certification programs Retail & DC operations modules Develop reusable training materials for customers and internal teams. Ensure all content is kept up to date with product changes. CUSTOMER COMMUNITY, COMMUNICATION & ADVOCACY – 15% Launch and lead recurring customer webinars (release overviews, best practices, new feature walkthroughs). Establish a Customer Advisory Panel to gather strategic feedback and drive roadmap alignment. Build a customer advocacy program including success stories, testimonials, case studies, and beta groups. Partner with Marketing and Product to coordinate communication strategies and customer engagement events. Support internal and external events (virtual or in-person) that strengthen the customer community. CX OPERATIONS, ANALYTICS & CONTINUOUS IMPROVEMENT – 10% Own reporting and analytics for Support and Success, including: Ticket SLAs CSAT NPS Renewal risk indicators Adoption metrics Account health scoring Identify patterns in support tickets, customer usage, and product feedback to improve service delivery and influence roadmap decisions. Implement standardized CX playbooks, onboarding processes, and communication workflows. CROSS-FUNCTIONAL ALIGNMENT – 5% Partner closely with Professional Services, Engineering, Product, QA, and Sales to ensure seamless customer experiences. Provide structured feedback from CX to Product and Engineering to guide roadmap considerations. Collaborate with PS on transition processes from hypercare → Support → Success. Represent the voice of the customer in cross-functional leadership meetings. REPORTING STRUCTURE Reports to: COO Direct Reports: Tier 1 & 2 Support Consultants, Customer Success Managers EXPERIENCE & EDUCATION Bachelor’s degree in Business, Operations, Information Systems, or related field; equivalent experience welcome. 5 years of experience in Customer Support, Customer Success, SaaS operations, or related customer-facing roles. 2 years experience directly managing teams (Support and/or Success). Experience building or scaling customer enablement programs (Help Center, Academy, training) strongly preferred. Strong exposure to SaaS environments; retail or supply-chain software experience is a plus. Familiarity with ticketing systems, success platforms, and knowledge-base tools. KNOWLEDGE, SKILLS AND ABILITIES Strong people leadership and coaching skills; proven ability to grow and develop high-performing teams. Exceptional communication and customer-facing presence. Passion for customer education, enablement, and community building. Ability to manage escalations, customer risk, and cross-functional alignment. Strong analytical mindset; comfortable with dashboards, metrics, and data-driven decisions. Operational rigor with the ability to design systems and processes that scale. High customer empathy, diplomacy, and an ownership mentality. Ability to balance strategic thinking with hands-on execution. Worker Type: Regular Number of Openings Available: 1