Customer Experience Program Manager

As a Customer Experience Program Manager within our Global Operations team, you will build and lead a self-service customer experience program to support customers from implementation through ongoing support. This role will focus on designing and optimizing a Knowledge Base, support workflows, and customer journey that enables scalable, self-service solutions, empowering users to successfully onboard, adopt, and independently manage our products. 

The impact you'll have:

• Help Center Content Strategy and Development
  • Lead the creation, maintenance, and optimization of support documentation (knowledge base articles, video guides, step-by-step tutorials, etc.).
  • Develop materials that facilitate self-service support for users.
• In-App Guidance
  • Collaborate with teams to design and implement in-app tooltips using ChurnZero and Support AI Solutions.
  • Provide contextual assistance to improve the in-app user experience.
• AI Content Workflow Development
  • Create workflows for the integration of Ada AI chat and ticket tools.
  • Enhance the quality and accessibility of knowledge base content.
• Process Improvement
  • Monitor KPIs related to customer engagement, time to value, and ticket deflection.
  • Collaborate with team members to improve customer experience processes using insights and feedback.
• Onboarding Support
  • Support onboarding journeys with in-app and email campaigns using ChurnZero.
  • Ensure new users have the necessary guidance for effective product usage.
• Customer Service Excellence
  • Analyze customer support interactions to identify trends, gaps, and improvement opportunities.
  • Enhance self-service resources to reduce the need for direct support.
• Customer Journey Mapping & Process Development
  • Collaborate with operations teams to map self-service customer journeys.
  • Develop standardized processes and workflows to ensure consistency and positive experiences.
• Cross-Functional Collaboration
  • Partner with Product and Product Marketing teams to keep Knowledge Base content aligned with new product releases.
  • Work with Customer Lifecycle Marketing to ensure resources are aligned with customer success strategies.
  • Coordinate with Implementation teams to complement tailored training sessions and group webinars.
• Continuous Learning
  • Participate in ongoing training and development to stay updated on new product features and technical skills.

What you'll bring:

• Proven experience in content strategy, knowledge management, or support content creation.
• Experience working with customer support platforms (e.g., Ada AI, ChurnZero, or similar tools).
• Strong project management skills with the ability to manage multiple priorities.
• Excellent written and verbal communication skills.
• Analytical mindset with experience monitoring and interpreting support metrics and KPIs.
• Ability to collaborate cross-functionally with product, marketing, and implementation teams.
• Familiarity with AI-driven customer support solutions and in-app guidance tools is preferred.
• Background in customer support or customer success is a plus.

Our Benefits & Perks:

🌍 Work From Anywhere – We embrace a remote-first culture, offering flexibility so you can work where you're most productive.

💰 401(k) Matching – We invest in your future with a 100% match on contributions up to 6% of your salary.

🌴 Flexible Time Off – Work-life balance matters. Take the time you need to recharge and bring your best self to work.

👶 Paid Parental Leave – We support growing families with paid leave, fostering parent-child bonding and gender equality at home and in the workplace.

🩺 Comprehensive Benefits – We cover 100% of medical, dental, and vision insurance for employees, plus HRA, life insurance, and AD&D coverage.

💡 Values-Driven Culture – Our values aren't just words on a page—they shape how we work, make decisions, and support each other.

🤝 Pledge 1% – We’re proud to be part of the global movement to give back, dedicating 1% of our time, resources, or profits to community initiatives.

❄️ Winter Shutdown – Enjoy a one-week shutdown in November and a two-week break in December to relax and recharge.

🏡 Childcare Support – Our dependent care program allows you to set aside pre-tax dollars to cover eligible expenses such as daycare, preschool, summer camps, before &  after-school programs, and in-home care for children or dependents—helping you balance work and family with peace of mind.