Customer Experience Manager

About the role

Caylent is seeking a detail‑oriented Customer Experience Manager to drive customer satisfaction initiatives through data collection, analysis, and strategic reporting. You will be the voice of the customer, turning feedback into actionable insights that shape business decisions.

Key responsibilities

• Coordinate recurring Customer Review meetings and manage survey collection across multiple channels.
• Analyze quantitative metrics (CSAT, NPS) and qualitative feedback to identify trends and pain points.
• Synthesize data into clear recommendations and track metrics against experience benchmarks.
• Create reports and dashboards for leadership and present findings to executives and cross‑functional teams.

Required profile

• 3+ years in a customer experience, professional services, or relationship management role.
• Strong analytical and statistical reporting skills.
• Excellent written and verbal communication, with experience presenting to senior leadership.
• Ability to prioritize tasks and manage workload in a fast‑moving startup environment.

Required skills

• Experience with CRM systems and customer feedback platforms.
• Proficiency in survey tools such as Qualtrics or SurveyMonkey.
• Knowledge of data visualization tools.
• Familiarity with AWS cloud offerings and basic cloud certifications.

What we offer

• 100% remote work with occasional travel up to 25%.
• Competitive phantom equity and USD‑based salary.
• Generous holidays, flexible PTO, and equipment stipend.
• Paid certifications, professional development plan, and peer bonus awards.