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 objectives, defining success metrics, and establishing KPIs
• Develop and maintain structured success plans tied to measurable outcomes
• Connect product usage to business impact and communicate ROI clearly
• Deliver value reviews to both operational stakeholders and emerging executive sponsors
• Monitor customer health and proactively identify risks at least 6 months before renewal
• Build multi-threaded relationships across functional teams and begin engaging executive stakeholders
• Identify adoption gaps and drive action plans to improve usage and outcomes
• Surface expansion signals and partner with Growth Managers on readiness and positioning
• Prepare customers for renewal by ensuring value is documented, understood, and aligned to goals
• Coordinate cross-functional resources to resolve blockers and accelerate time to value
• Maintain accurate account documentation, health scoring, and lifecycle tracking

What We're Looking For

• 4–6+ years of experience in SaaS customer success or account management
• Proven ability to manage accounts with moderate complexity and multiple stakeholders
• Strong 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!

We'd Be Delighted If You Also 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

Work Location & Travel Requirements

Airship’s ‘Digital First’ approach to work means that for the majority of our roles, work can be performed remotely, either some or most of the time. Airship believes that flexible work contributes to a more productive and more equitable work environment, and that Airshippers are able to collaborate, innovate, and support one another across different locations and timezones.

Some roles may require that employees perform their work from a specific location to support business activities, and/or be within proximity to an Airship office location or customer or partner locations, while other roles can be performed 100% remotely.

This position is fully remote and may require up to 10% travel based on business needs or as requested by your manager.

Compensation

The starting base pay range for this position is: $91,000 USD per year. This role is eligible for a sales incentive plan. On-target earnings (OTE) are approximately $130,000 annually, consisting of base compensation plus variable incentive pay based on performance. This role offers stock options, providing a direct opportunity to share in Airship’s success.

Benefits & Perks

• Competitive medical, dental, and vision insurance options for you and your dependents
• Flexible time off, company paid holidays, paid parental leave, and paid volunteer time off
• Support for your overall wellbeing with mental health and wellness resources
• Employer-subsidized life insurance as well as short-term and long-term disability
• A digital-first work environment and a monthly stipend to support remote work
• Mentorship and growth opportunities to build skills and accelerate professional development
• And more!

California residents can view the CCPA disclosure notice here.

**Please Note: To ensure the security of your personal information, Airship will only contact candidates through email addresses ending with “@airship.com”.