Senior CX Manager

Key Responsibilities

• Serve as the primary technical point of contact for assigned accounts.
• Support onboarding, product training, and enablement to ensure seamless deployment and product usage.
• Translate business needs into technical solutions; drive use case road map and guide feature utilization.
• Demonstrate product features and capabilities within the platform.
• Partner with customer to strategize on adoption and innovation roadmap.
• Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements.
• Understand and disseminate technical best practices to customers.
• Manage customer risks and escalations.
• Analyze product usage data and customer insights to identify opportunities for greater impact.
• Develop and share case studies highlighting customer success and measurable outcomes.
• Cross-functional Collaboration:
• Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience.
• Provide feedback to product and engineering teams based on customer input and usage patterns.
• Support renewal and expansion efforts by aligning product value with customer goals.

Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.
• Preferred experience in financial services, healthcare/lifesciences, retail and consumer products.
• Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred.
• Experience in software deployments and implementation methodologies such as agile and waterfall.
• Proven ability to align technology solutions to strategic business outcomes.
• Comfortable engaging C-level executives and translating technical concepts to non-technical audiences.
• Experience with customer journey mapping, stakeholder management, and success planning.
• Skilled in interpreting analytics to drive adoption and mitigate churn.
• Excellent written and verbal communication skills, with a consulting mindset.
• Willingness to travel up to 20%.
• Experience with contact center technology or customer experience platforms.
• Motivated to complete ongoing enablement pertaining to product innovation and new offerings.

Pay

Pay Range (Base Pay): $77,500 - $147,000
Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Benefits

• Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• Retirement Benefits: 401(k) plan.
• Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
• Paid Holidays: Talkdesk offers 14 paid holidays each year.
• Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Contact

The Method of Application: Apply online.
Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 01/16/2026.