Manager - Customer Experience

Job Summary

This role owns how customers experience Darwinbox across their entire journey with us, from the day they go live to the years they spend growing on the platform. It owns the moments that make them stay, the programs that turn the best of them into our strongest champions, and the community that gives every HR leader in our base a reason to learn, share, and belong.

You will run customer experience and advocacy as a function, with programs, metrics, and a lean, customer-obsessed team. The mission is simple: make every customer's journey with Darwinbox worth talking about, and build a community of HR leaders who genuinely want to be part of what we are building together.

Responsibilities

• Craft the customer journey end-to-end
• Map the moments that matter across the lifecycle and design experiences that elevate each one: go-live, first quarter, anniversaries, growth conversations
• Set the global standard for how customers are welcomed, kept informed, recognized, and grown across all four regions
• Run the customer advocacy program end-to-end
• Build and maintain a tiered advocate base across all four regions, segmented by industry, deal size, and willingness to engage
• Deliver a steady supply of references, case studies, video stories, analyst conversations, and speaker nominations
• Set quarterly targets for advocate recruitment, activation, and retention, and report against them
• Build and operate the customer community
• Take the existing customer portal from a content destination to an active community: peer discussions, regional chapters, user groups, customer awards
• Plan and execute the annual customer summit and regional in-person events; define and report community health metrics: active users, contribution rate, event participation, repeat engagement
• Help customers get more out of Darwinbox
• Partner with Product Marketing to ensure every meaningful release reaches the right customer segments
• Use the customer portal as the primary channel for product education, with measurable targets on feature awareness and adoption
• Close the gap between what Darwinbox offers and what customers are actively using
• Grow customer value over time
• Partner with CS and Sales to surface where Darwinbox can serve customers more deeply
• Build referral mechanics: peer-to-peer introductions, customer voices at evaluation stage, advocacy in competitive moments
• Deliver a quarterly target of marketing-sourced expansion and referral pipeline

What you will be measured on

• Outcome: Customer Advocacy - Active advocates by tier and region; references delivered per quarter
• Community Engagement - Active users on portal, contribution rate, event attendance, repeat participation
• Customer Value Growth - Marketing-sourced expansion and referral pipeline

What we are looking for

Experience

• 9-12 years in customer marketing, customer advocacy, community, or customer experience roles
• Built or scaled an advocacy program, user community, or customer reference program for an enterprise B2B company (SaaS strongly preferred)
• Operated across multiple geographies, not just one home market
• Carried a pipeline or revenue number tied to customer programs
• Led a lean team (1-3 reports)

Capabilities

• Strong program management. You can run multiple workstreams across regions without dropping
• Comfortable with data: cohort tracking, pipeline reporting, community analytics
• Stakeholder management with senior CS, Sales, and Product leaders
• Sharp written and verbal communication

What we hope you bring

• A belief that customer experience is where brands are really built
• A bias for building something customers love, not just something they tolerate
• The instinct to ask what is in it for the customer before what is in it for us

Disclaimer: This job posting & location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.