Airship
CustomerExperienceManagerII
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Experience Manager II at Airship. Skills: Customer lifecycle management, Customer outcomes, Stakeholder relationships, Platform adoption. Own end-to-end post-sales lifecycle. Lead onboarding”
What You'll Achieve.
Drive measurable customer outcomes; Strengthen stakeholder relationships; Ensure successful renewals; Guide customers toward deeper platform adoption; Define success plans; Track value realization; Prepare customers for renewal and expansion; Improve usage and outcomes; Ensure value is documented, understood, and aligned to goals; Accelerate time to value
Industry & Context.
Proactively identify risks; Develop mitigation plans; Translate usage data into value narratives; Identify adoption gaps; Drive action plans
Up to 10% travel
What They're Looking For.
Must Have
4–6+ years of experience in SaaS customer success or account management, Proven ability to manage accounts with moderate complexity and multiple stakeholders, communication and presentation skills across operational and senior stakeholders, Experience delivering business reviews tied to measurable value, Ability to proactively identify risk and develop mitigation plans, Analytical mindset with ability to translate usage data into value narratives, Experience building relationships beyond day-to-day contacts, Comfort operating cross-functionally to drive customer outcomes, Experience experimenting with AI tools in your personal or professional life - or an eagerness to learn!
Nice to Have
Experience supporting enterprise marketing or engagement platforms, Familiarity with digital marketing, mobile, email, or analytics ecosystems, Experience working with renewal cycles and forecasting inputs, Exposure to expansion readiness and account growth planning
What You'll Do.
Own end-to-end post-sales lifecycle
Develop success plans
Connect product usage to business impact
Deliver value reviews
Monitor customer health
Identify adoption gaps
Surface expansion signals
Prepare customers for renewal
Coordinate cross-functional resources
Maintain account documentation
How You'll Work.
Team & Collaboration
Build multi-threaded relationships across functional teams; Engage executive stakeholders; Partner with Growth Managers; Coordinate cross-functional resources
Communication Scope
Presentation skills; Business reviews
Full Job Description
About Airship Airship is trusted by world’s leading brands such as Alaska Airlines, BBC and The Home Depot to drive revenue growth and customer loyalty with exceptional cross-channel customer experiences. Today, brands are challenged to deliver seamless, unified customer experiences across a fragmented array of channels and devices— apps, websites, email, SMS, wallets and more. Airship’s no-code, AI-powered platform was designed with non-technical, growth-focused teams in mind, making it easy to create, test and orchestrate hyper-personalized experiences across all channels. With the ability to easily enrich customer data and rapidly launch growth experiments, Airship enables brands to deliver consistent, meaningful interactions that accelerate conversion and foster deeper customer relationships. We invite you to be part of our journey in building products and delivering services that touch millions of customers around the world every day. To learn more about us, visit www.airship.com, read our blog or follow us on LinkedIn. About the Role The Customer Experience Manager II owns the post-sales lifecycle for a portfolio of commercial and enterprise customers with moderate complexity and risk. You are responsible for driving measurable customer outcomes, strengthening stakeholder relationships, and ensuring customers are prepared for successful renewals. You operate with greater autonomy than a CXM, managing more complex adoption scenarios and emerging executive relationships. You translate product usage into business value, proactively manage risk, and guide customers toward deeper platform adoption. While Growth Managers own pricing, negotiation, and contract execution, you own the customer strategy. You define success plans, track value realization, and prepare customers for renewal and potential expansion conversations. What You'll Do Own the end-to-end post-sales lifecycle for a portfolio of mid-to-high complexity accounts Lead onboarding by aligning on business
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