Customer Experience Manager (Scale CSM) - Remote

Location

United States (Remote)

Type

Full time

Department

Customer Success

Jasper is an end-to-end AI platform. Our mission is to elevate marketers with the power of AI, to achieve better outcomes through their workflows and open up new business opportunities. Jasper securely trains on brand and strategy, accelerates content and campaign production, and helps Marketers measure and optimize performance as part of an end-to-end solution.  

Jasper has been recognized as "one of the Top 15 Most Innovative AI Companies of 2024" by Fast Company and was one of the fastest companies to reach 100M+ users with a growing roster of Enterprise and Fortune 500 logos. Customers include Morningstar, Anthropologie, Prudential, Cushman & Wakefield, Wayfair, and more. Our teams are building multi-modal AI and working with the top AI platforms. We were one of the first partners of both OpenAI and Anthropic. 

We value being customer-obsessed and helping each other achieve the best outcomes through collaboration. We’re not just building solutions, we’re creating experiences that captivate and amaze us. We strive to deliver moments of wonder and delight that enable our customers to be more effective and creative in ways they never thought possible. Learn more at jasper.ai.

About The Role

We are seeking an experienced and passionate Customer Experience Manager to join our Customer Experience team. This pivotal role is designed to redefine customer engagement through the strategic use of technology and data-driven insights, as well as personal CSM touches to drive customer engagement and retention. As CXM, you will be responsible for a book of business of about 500-700 contracted business accounts. 

You will analyze and contextualize our scale customer journey to craft proactive digital communication strategies that enhance the customer experience, increase gross and net retention, and drive real customer success at scale.

This fully remote role reports to the Director of Customer Experience and is open to candidates anywhere in the continental US.

 What you will do at Jasper

• Analyze Customer Journeys: Leverage data analytics to deeply understand and map out customer journeys, identifying key touch points and opportunities for improvement.
• Execute On-Demand/Virtual Communications: Use automation and systems to interact regularly with customers at every stage of their lifecycle, from onboard to renewal.
• Develop Digital Communication Strategies: Build and implement proactive communication plans tailored to customer goals, using digital channels to enhance engagement and satisfaction.
• Incorporate Automation: Seamlessly integrate automation into the customer engagement plan, ensuring customers feel valued and supported without constant direct communication.
• Utilize Data-Driven Insights: Employ data to track key performance indicators (KPIs) and continuously refine strategies. Focus on Reach KPIs (e.g., delivery and open rates), Effect KPIs (e.g., NPS, CSAT), ROI KPIs (e.g., churn rate, renewal rate), and Process KPIs (e.g., customer health scores).
• Lead Working Sessions: Instill confidence in our customers through efficiency training of our product.
• Balance Technology and Human Touch: Combine the efficiency of tech-touch strategies with personalized human interactions to maximize customer engagement and satisfaction.
• Assist the CX Renewals Team: Attend and participate in customer renewal conversations to drive vision and further engagement.
• Assist Customer Experience Lead: For specialized projects, current process improvements, and further proactive design.

What you will bring to Jasper

• Bachelor's degree in Business, Marketing, or related field
• 1-2 years of experience in B2B SaaS
• Experience creating detailed, data-driven journey maps
• Strong analytical skills and experience with data-driven insights
• Experience leading CX improvement initiatives from conception to implementation
• Proven track record of developing successful digital communication strategies
• Stakeholder Management: Skilled at collaborating with diverse teams and influencing decision-makers
• Excellent communication and interpersonal skills
• Passionate about creating exceptional customer experiences
• Willingness to adapt and learn new technologies quickly
• High level of organization and ability to manage multiple tasks simultaneously

Compensation Range

At Jasper, we believe in pay transparency and are committed to providing our employees and candidates with access to information about our compensation practices. The expected OTE range for this role is $100,000-$117,500. Compensation may vary based on relevant experience, skills, competencies, and certifications.

Benefits & Perks

• Comprehensive Health, Dental, and Vision coverage beginning on the first day for employees and their families
• 401(k) program with up to 2% company matching
• Flexible PTO with a FlexExperience budget ($900 annually) to help you make the most of your time away from work
• FlexWellness program ($1,800 annually) to help support your personal health goals
• Generous budget for home office set up 
• $1,500 annual learning and development stipend 
• 16 weeks of paid parental leave

Our goal is to be a diverse workforce that is representative at all job levels as we know the more inclusive we are, the better our product will be. We are committed to celebrating and supporting our differences and that diversity is essential to innovation and makes us better able to serve our customers. We hire people of all levels and backgrounds who are excited to learn and develop their skills. 

We are an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.

By submitting this application, you acknowledge that you have reviewed and agree to Jasper's CCPA Notice to Candidates, available at legal.jasper.ai/#ccpa.