Customer Experience Manager - Remote (US)

United States | Fully Remote

We’re looking for a Customer Experience Manager to join our team. 

At Optimal, we build powerful research tools that help teams make data-driven decisions. Trusted by some of the world’s biggest brands, we’re passionate about user experience and the transformative power of human insight.

We’re looking for a Customer Experience Manager to join our US regional sales pods, helping us grow and retain our customer base as we continue to evolve into a trusted partner for enterprise customers.

What you’ll be doing:

In this role, you’ll collaborate within a sales pod to grow the book of business for your region and support our transition to becoming a premier partner for enterprise-level customers.

A key part of your role will be managing the end-to-end renewal process for customers within your regional book of business, working closely with your sales pod to ensure customers see ongoing value and stay engaged with our product.

You will also drive participant recruitment, helping customers source and schedule the right audiences quickly and effectively. This directly supports retention, renewals, and expansion targets.

You’ll work collaboratively with your pod prioritising and executing the work as required. Your success will be measured by renewal rates, account growth, and customer satisfaction across your regional portfolio.

Day-to-day, you’ll:

• Collaborate with your regional team to execute account plans and support renewal and expansion opportunities
• Own the renewal process, including leading customer conversations, demos, and pricing discussions
• Partner with Solutions Consultants to support onboarding, training, and ongoing enablement
• Troubleshoot product issues and work with internal teams to resolve bugs, answer questions, and escalate feedback
• Keep systems like HubSpot and Intercom up to date
• Build strong knowledge of our platform and contribute to help resources and self-service content
• Monitor and manage customer support and recruitment needs in your region, ensuring timely responses and a great customer experience

What success looks like:

• Strong regional revenue growth across renewals, expansion, and recruitment
• High customer retention rates
• Increased engagement and adoption of Optimal’s tools
• Effective collaboration within your pod to continuously improve the customer experience

What we’re looking for

• 2+ years experience in a customer facing or commercial role that operated within the US market (account management, renewals, customer support, SDR/BDR, etc)
• Experience using tools like Hubspot, Intercom, or similar
• Confident speaking to Enterprise customers and senior leaders, demoing software, and explaining pricing or features
• Excellent written and verbal communication skills
• Strong negotiation and presentation skills to close deals
• A problem-solver mindset - you love digging into an issue and finding the fix
• Strong organisational skills and the ability to juggle renewals and support requests at the same time
• A collaborative attitude - you’re happy working across teams and sharing knowledge, especially within a small regional team structure
• Experience working in a fast-paced, global SaaS environment

What’s in it for you:

• Competitive salary (we offer a salary that reflects your experience and the value you’ll bring to our team)
• Employee Share Option Plan (ESOP) to help you benefit from the long-term success of the company
• Annual wellbeing allowance and support
• Generous annual learning and development support
• Home office set-up 
• 4 weeks annual leave plus an additional day off on your birthday!
• Paid sick leave
• Opportunities for professional growth and development
• Flexible and remote-first working (this is a fully remote role based in the US, with some travel required)

If this sounds like you, we’d love to hear from you. We’ll be interviewing as applications come through.