Customer Experience Manager

About the role

Babel Street is the trusted technology partner for the world’s most advanced identity intelligence and risk operations. We deliver advanced AI and data analytics solutions providing unmatched, analysis-ready data regardless of language, proactive risk identification, 360-degree insights, high-speed automation, and seamless integration into existing systems. This Customer Experience Manager role seeks to deliver a positive customer experience, assist with customer retention, and explore opportunities for growth. You will provide frontline support to Babel Street customers globally and work with our revenue team to ensure customers achieve desired outcomes from our products and services. This is a hybrid role based out of our Somerville, MA office.

As a primary point of contact for key customers, you will build and maintain strong relationships, identify and communicate customer needs and concerns to relevant teams, and collaborate with cross-functional teams to resolve issues and identify solutions. You will also work with customer success, product, marketing, and development teams to develop and deliver customer success resources, materials, and assist with onboarding and training new customers.

Responsibilities

• Assist customers in maximizing their value and success with Babel Street products starting with the initial onboarding phase and continuing throughout the entire customer lifecycle
• Provide hands-on L1 support via CRM, email, and phone, collaborating with cross-functional teams to resolve customer issues and identify solutions
• Develop a deep understanding of customers’ business to advocate for them in product planning and development
• Collaborate with the Sales Team to identify and coordinate opportunities for expansion, growth, and potential partnerships
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Measure and track customer satisfaction and success metrics
• Identify and communicate customer needs and concerns to relevant teams within the organization
• Assist with configuration/setup, onboarding, and training for new customers
• Contribute to the development and continuous improvement of customer success processes and systems

Requirements

• Bachelor's degree in a relevant field (Business, Computer Engineering, Customer Experience Management)
• 1+ years of experience in a customer support or customer-facing role
• Strong communication and interpersonal skills
• Strong problem-solving and critical thinking skills
• Desire to learn new skills and take on challenges
• Available for some evening/weekend coverage
• Ability to build and maintain relationships with customers
• Ability to work effectively with cross-functional teams
• Customer-centric focus – willing to go the extra mile to help customers

Preferred Qualifications

• Technical knowledge of API, Elasticsearch, Python, etc.
• Experience with customer feedback or survey tools (e.g., GetFeedback)
• Experience with customer relationship management (CRM) software (e.g., Salesforce)
• Some understanding of the Agile Software Development Lifecycle

Benefits

• Health Benefits: Babel Street covers 85-100% of monthly premium costs for Medical, Dental, Vision, Life, and Disability insurances for you and your family
• Retirement Plans: Traditional and Roth 401(K) with a competitive match
• Unlimited Flexible Leave: Trust-based time management for work-life balance
• 12 paid Federal Holidays
• Tuition Reimbursement: Program for continuing education

Pay

$60,000 - $68,000 USD (based on qualifications and experience)