Customer Satisfaction & Quality Manager

Customer Satisfaction & Quality Manager

The Customer Satisfaction & Quality Manager will lead initiatives that strengthen customer and partner engagement by embedding methodology, culture, and value realization across the organization.

This role focuses on designing and implementing frameworks that ensure customers and partners achieve measurable outcomes, fostering long-term loyalty and growth.

Key Responsibilities


* Develop and maintain Customer Journey Mapping to identify touchpoints and optimize the end-to-end experience.


* Build and present ROI cases that demonstrate the tangible value delivered to customers and partners.


* Integrate value realization into Quarterly Business Reviews (QBRs) and expansion motions, ensuring alignment with business objectives.


* Champion Customer Success Methodology and Culture, acting as a principal advocate for best practices across teams.


* Support CSM on design and execute Success Plans that define clear goals, milestones, and measurable outcomes for customers.


* Collect and share Success Stories that highlight impactful results and drive advocacy.


* Create and manage a Customer Maturity Roadmap, guiding customers through progressive stages of adoption and value realization.


* Ensure strong alignment and collaboration with the Partner Success Organization to deliver a unified experience.


* Develop and maintain playbooks that standardize Customer Success principles and best practices.


* Deliver training programs on CS principles for Customer Success Managers (CSMs) and Partner Success Managers (PSM) to ensure consistent methodology and culture.


* Design and manage the onboarding process for new team members, ensuring they are equipped with tools, knowledge, and cultural alignment.


* Manage the calendar of internal and external events and presentations, ensuring impactful participation and alignment with strategic goals.


* Create synergy with Marketing and Product teams to align messaging, campaigns, and customer engagement strategies.


* Lead campaigns, ensuring continuous measurement and improvement of customer and partner experience.


* Collaborate with cross-functional teams to embed experience-driven practices into operational workflows.

Qualifications


* Education: Bachelor's degree in Business, Customer Experience, Marketing, or related field.


* Proven experience in Customer Success, Customer Experience, or Partner Management within SaaS or technology environments.


* Strong understanding of customer journey design, value realization frameworks, success planning, and maturity models.


* Experience in developing playbooks, training programs, onboarding processes, and managing events or campaigns.


* Excellent communication and storytelling skills to articulate ROI and success narratives.


* Ability to influence and drive cultural change across diverse teams.


* Experience with Customer Success plat...