What are the responsibilities and job description for the Manager, Customer Experience position at Manhattan Edit Workshop?
Job Description
Workshop is looking for a Customer Experience Manager to lead our Support and Onboarding functions. In this role, you’ll be a key driver of how customers experience Workshop, from their first interaction with the Customer Success Team through every technical touchpoint. You’ll manage a team of Solutions Engineers and Onboarding Project Managers, sitting at the intersection of people leadership, operational excellence, and customer advocacy. This is a high-impact management role for someone who thrives on developing and empowering teams, continuously refining systems and processes, and ensuring every customer interaction reflects the quality and care Workshop is known for.
This role reports directly to the Director of Customer Success and will lead a team of support and onboarding specialists.
As The Manager, Customer Experience, You Will
Workshop is a fast growing, venture-backed startup based in Omaha, Nebraska and we’re on a mission to create more happy Mondays for employees everywhere. We build software to help internal communications teams create, send, and measure multi-channel, employee-centric campaigns.
Workshop is looking for a Customer Experience Manager to lead our Support and Onboarding functions. In this role, you’ll be a key driver of how customers experience Workshop, from their first interaction with the Customer Success Team through every technical touchpoint. You’ll manage a team of Solutions Engineers and Onboarding Project Managers, sitting at the intersection of people leadership, operational excellence, and customer advocacy. This is a high-impact management role for someone who thrives on developing and empowering teams, continuously refining systems and processes, and ensuring every customer interaction reflects the quality and care Workshop is known for.
This role reports directly to the Director of Customer Success and will lead a team of support and onboarding specialists.
As The Manager, Customer Experience, You Will
- Manage, coach, and develop a team of Solutions Engineers and Onboarding Project Managers
- Set clear goals and accountability structures for direct reports, running regular 1:1s, performance conversations, and career development discussions
- Ensure a seamless, high-quality customer experience across technical onboarding and ongoing support
- Set and monitor service-level standards; serve as the escalation path for high-priority customer situations
- Build and refine scalable processes for onboarding and support that grow with the business, including leveraging AI to automate workflows and improve efficiency
- Track key metrics (time-to-value, CSAT, ticket resolution, onboarding completion) and use data to drive continuous improvement
- Surface customer feedback and trends cross-functionally to influence Product, Engineering, and CS strategy
- Partner with the Director of Customer Success to align on team goals, headcount, and long-term strategy
- 3 years in a customer-facing SaaS role (Customer Success, Technical Onboarding, Support or similar).
- 1 years of people management experience leading technical or customer-facing teams.
- Strong operational skills: building processes, managing SLAs/queues, capacity planning, and running multiple workstreams.
- Clear, confident communication with technical and non-technical audiences, including customers and senior stakeholders.
- A proactive, solutions-first mindset: you spot patterns, fix root causes, and prevent repeat work.
- Comfort operating in a fast-moving startup where priorities shift and scalable systems are required.
- Competitive compensation
- Healthcare
- Stock options
- 401k
- Unlimited vacation
- Flexible work environment
Workshop is a fast growing, venture-backed startup based in Omaha, Nebraska and we’re on a mission to create more happy Mondays for employees everywhere. We build software to help internal communications teams create, send, and measure multi-channel, employee-centric campaigns.