Job Details
**Manage, Customer Experience**
at Similarweb Washington, DC / Reston, VA **About Similarweb:**
Similarweb is the most trusted platform for understanding online behavior. Millions of people rely on Similarweb insights daily as the ground truth for their knowledge of the digital world. We empower *anyone* from the curious individual to the enterprise business leader to make smarter decisions by understanding why things happen across the digital ecosystem.
For five years running, Similarweb has been chosen as one of Dun & Bradstreets . We raised over $240M and have 850 employees across 11 global offices. In May 2021, we began trading on the New York Stock Exchange (NYSE), and we couldnt have done it without each and every one of our Similarwebbers.
Learn more at *.*
Similarweb is looking for a Customer Experience (CX) Manager to measure and model customer satisfaction, document and improve the customer journey, proactively increase customer satisfaction and loyalty, and advocate for the client within Similarweb. The CX Manager will run governance, projects, and reporting of cross-functional initiatives to improve customer experience, conversion, retention, and growth across all of Similarweb.
Serving primarily as a project and portfolio manager, the CX Manager should bring structure and rigor to issue identification, problem structuring, prioritization and governance, and project management (tasks, owners, milestones, etc.). Reporting to the Sr. Principal of Customer Experience and the COO, the CX Manager will work closely with operational and business leaders across Marketing, Sales, Success, Product, and Finance to unify the customer journey, streamline touchpoints, and drive delight for our customers in unexpected ways.
**As a Customer Experience Manager at Similarweb you will:**
* **Identify customer experience issues and opportunities**
+ Expand mapping and KPIs behind the customer journey from awareness through onboarding, adoption, and advocacy to identify key gaps or issues affecting customer experience
+ Conceptualize, create, and maintain dashboards and regular reporting for tracking key metrics and demonstrating the impact of CX on the bottom line
+ Lead construction of business models and customer analysis user performance, conversion trends, churn analysis, failure points, and more
+ Deep-dive into specific cases to understand the root causes and ensure specific customer and internal issues are resolved in a timely manner, and that any identified gaps are closed for future customers
+ Support streamlining of the overall buyer journey by designing great customer experiences and reducing friction or uncertainty in the process
+ Work closely with counterparts in User Experience (UX) to unify product and business processes
+ Work closely with counterparts in Marketing, Account Management, Success/Support, Product Education, and Advocacy functions to create a holistic customer journey
+ Run hidden customer initiatives and conduct client interviews relating to buyer journey and experience
* **Industrialize customer feedback channels**
+ Unify customer feedback across a variety of channels to support a unified and objective view of the voice of the customer
+ Propose new channels for customer feedbackor enhancements to existing onesand interpret results to drive business decisionmaking
+ Implement and maintain and customer feedback system, including survey content and technical architecture, including owning goal setting and aciton taking
+ Expand usage and adoption of NPS, CSAT, and other key metrics to all levels of the organization: leadership, management, and front-line
* **Drive governance and prioritization of CX initiatives across the business**
+ Gather feedback from divisional leadership to align and maintain a list of known experience gaps or goals
+ Collect and interpret key metrics to report the impact of customer experience to senior leadership
+ Align divisional goals and resources behind CX projects, and ensure structure against tasks, ownership, milestones, and KPI targets
+ Serve as project lead on key projects, or provide stakeholder-level guidance and existence to other leaders
+ Help drive a culture of customer centricity across Similarweb
+ Conduct industry best practices benchmark analyses and help design ongoing CX improvements and innovation
**What does the ideal candidate look like:**
* 5+ years of work experience in customer experience, customer success, user experience research, project management, strategy, or similar functions for Experience working in a SaaS and/or B2B companiesbroad experience is a plus, as this role will touch many different functions
* Experience with customer journey mapping, experience design, NPS/CSAT and similar metrics, and/or end-to-end process improvement
* Experience developing customer surveys and other data collection channels, both for transactional and strategic feedback (e.g., NPS, CSAT, etc.).
* An operational ownership mentality You will take accountability and pride for helping the business as a whole operate to your high standards
* Communication & presentation capabilities ability to understand and explain complex issues in simple ways, with an eye for business impacts
* Project management and portfolio management experience breaking down strategic goals to tasks, milestones, owners, and targets
* Curiosity about how processes work (or fail), and a determination and drive to resolve open questions to your satisfaction
***Preferred Qualifications:***
* Ability to drive and visualize insights from data
* Experience with industry-leading customer experience platforms (Qualtrics, Medallia, etc.)
* Experience linking CX metrics to SaaS business metrics (e.g., CAC, LTV, ARR, Net Retention, etc.)
* Experience and comfort conducting customer interviews
* PMP or similar project management credential
We believe that building a great product and a great company starts with finding amazing people and helping them grow and develop professionally and personally. At Similarweb, youll be surrounded by curious, witty and passionate people that are hungry to drive real impact. We are proud to have over 1,000 creative and talented professionals, and we strongly believe in winning together as a way of driving a successful business!
Balancing between the flexibility of working from home and the fun of working together with face to face personal connections is important to us. That is why, at Similarweb we will be implementing a Hybrid model in which you work from the office 3 days, and can decide to work from home two days a week. Enjoying the best of both worlds!
**Our Values:**
* **Data Driven:** We believe data driven decisions are the key to success and we are evangelists for the power of digital insights
* **Passionate:** We care deeply about what we do, are accountable for our actions and are committed to helping each other
* **Excellence:** We believe in excellence as a mindset. Its in our nature; and we work hard to make a difference
* **Winning Together**: We know what it takes to build a great company and a great product and it begins with valuing each and every member of our team and working together to reach new heights.
**Bring your authentic self, DEI @ Similarweb**
Similarweb is a global company that strives to create a workplace reflective of the communities we serve, where individuals are empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.
**Voluntary Self-Identification**
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