Senior Manager, Customer Experience

The Senior Manager of Customer Experience is a senior people leader and customer advisor responsible for driving strong customer outcomes, technical execution, and value realization for a portfolio of Talkdesk's enterprise and high-growth customers. This role blends direct people management with hands-on customer leadership to ensure successful adoption, optimization, and measurable business impact from the Talkdesk platform.

The Senior Manager leads and develops a team of CX Managers, setting expectations for technical excellence, customer engagement, and value delivery. Acting as a trusted partner to senior customer stakeholders and internal cross-functional teams, this role plays a key part in driving customer retention, expansion, and long-term success.

Key Responsibilities

Enterprise CX Delivery & Technical Leadership

• Acts as the primary technical owner of the customer relationship, accountable for the experience end-to-end, from onboarding through renewal and expansion.
• Serve as a senior technical and strategic advisor to customer stakeholders, guiding platform adoption, architecture decisions, and optimization strategies.
• Provide guidance and oversight for complex onboarding, platform enhancements, and advanced feature deployments.
• Partner with internal teams to translate customer business goals into scalable, secure technical solutions.
• Apply and reinforce established best practices for enterprise CX delivery.

Customer Leadership, Program Oversight & Risk Management

• Build and maintain strong relationships with Director, VP, and C-level customer stakeholders.
• Lead customer reviews focused on adoption progress, KPIs, value realization, and roadmap alignment.
• Maintain oversight of complex customer initiatives, ensuring alignment across stakeholders and workstreams.
• Proactively identify risks related to customer health, adoption, or delivery, and guide mitigation efforts.
• Act as a point of escalation for customer-facing challenges, partnering with leadership as needed.
• Support customer change management efforts to drive sustained adoption and outcomes.

Value Realization & Commercial Partnership

• Partner with Sales and Account teams to support renewals and expansion by demonstrating realized value.
• Leverage customer insights and usage data to identify optimization and growth opportunities.
• Contribute to customer success stories, references, and advocacy initiatives.
• Align Talkdesk capabilities to customer transformation goals to reinforce commercial outcomes.

People Leadership & Team Development

• Manage, coach, and develop a team of CX Managers supporting enterprise and advanced customers.
• Set clear performance expectations aligned to customer outcomes, adoption metrics, and delivery quality.
• Coach team members on customer strategy, technical leadership, and consultative engagement.
• Support hiring, onboarding, and ongoing development of CX talent.
• Drive consistency and quality across customer engagements through shared playbooks, standards, and enablement.
• Foster a culture of accountability, collaboration, and customer-first thinking.

Cross-Functional Collaboration

• Collaborate closely with Product, Engineering, Professional Services, Support and Sales teams.
• Provide structured customer feedback to help inform product enhancements and CX improvements.
• Participate in complex sales and expansion conversations as a technical and CX subject matter expert.
• Support the evolution of CX processes, operating models, and best practices.

Requirements

• 8+ years of experience in Customer Experience, Technical Account Management, Professional Services, Solution Consulting, or related roles within SaaS, CCaaS, or CPaaS environments.
• 2-4+ years of people management experience, including managing customer-facing technical roles.
• Experience supporting enterprise or upper mid-market customers with complex environments.
• Strong technical foundation, including APIs, CRM platforms (e.g., Salesforce), and cloud-based architectures.
• Ability to engage confidently with senior customer stakeholders and internal leadership.
• Experience managing complex customer programs and navigating delivery risk.
• Strong ability to connect technical solutions to customer outcomes and business value.
• Excellent communication, coaching, and stakeholder management skills.
• Experience with contact center or customer experience platforms preferred.
• Willingness to travel up to 20-25%

Pay Range (Total Cash): $152,000 to $228,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year.

Paid Sick Leave: Employees have uncapped paid time off, subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 01/23/2026.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.