Full-Time Customer Experience Manager

At PeakMetrics, we leverage advanced machine learning to safeguard enterprises and government agencies from social media manipulation.
Our platform transforms millions of unstructured media datasets into actionable insights.

Role Summary:

We are seeking a Customer Experience & Success Manager to support our customers through their journey with PeakMetrics. From onboarding to ongoing engagement, you will be a trusted partner ensuring customer satisfaction and platform success.

Responsibilities:

• Support and guide customers during onboarding.
• Foster strong, ongoing customer relationships through regular check-ins and communication.
• Resolve customer questions and collaborate with teams to find solutions.
• Assist with technical onboarding and product walkthroughs, collaborating with Solutions Architects.
• Create and maintain helpful guides, resources, and onboarding materials.
• Provide customer feedback to Product and Engineering teams.
• Monitor account health and address issues proactively.
• Document insights and usage patterns.

Ideal Candidate:

• 5-7 years experience in customer success, implementation, or support.
• Excellent communication and empathy skills.
• Organized, detail-oriented, and proactive.
• Strong technology curiosity.
• Experience working in collaborative environments.
• SaaS platform experience, especially in data or analytics.
• Familiarity with secure environments or government clients (preferred).

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