Sr. CX Manager

About Blaze

Blaze is building the most complete marketing tool for teams of one to produce on-brand content in half the time and grow their businesses faster on the internet.

We're not just building a software product at Blaze—we're building a mission-critical platform that evens the playing field for entrepreneurs worldwide so they can compete on the internet, win against the big guys, and control their own destinies.

Blaze customers can plan months worth of ideas, create high-quality 'drafts for every piece of content, and automatically schedule them to post in 60 seconds flat.

Blaze has served tens of thousands of small business owners. Now, we're growing our team on our way to a million customers plus.

That's where you come in: we're hiring a Senior Customer Experience Manager to own all customer-facing interactions across the company so that every single customer that interacts with the Blaze brand feels like they had a white glove experience and access to resources they only dreamed about before Blaze.

About the job

We're looking for an ambitious, high-bandwidth customer experience manager to work closely with our leadership team to be the face of Blaze to our customers. Reporting to our COO, you'll ensure that Blaze is providing daily value to every customer.

Customer experience at Blaze sits between product, marketing, and our customers. As our first hire on the customer team, you'll have the opportunity to design and execute tactics across the entire customer experience lifecycle from top of funnel sales demos and community management to bottom of funnel customer support and reactivation. You will also play a key role in amplifying customer signal for both our product and marketing teams.

Specifically, you will:

• Work with our leadership team to develop a strategy for increasing customer engagement and retention

• Own all customer-facing interactions at Blaze, including conducting demos, building out our community, creating new product education videos, and managing support

• Be a champion of our customers, telling their stories with quantitative backing to help the Blaze team focus on impact

• Work with our product development team to test and build a first-class marketing workflow experience for small business owners

• Become the expert at creating value for customers beyond Blaze's product, meeting customers at an important decision point and showing them the path to success

About you

We're looking for a Customer Experience leader who wants to design and execute a full customer program within a high growth startup. Please apply if you have:

• 4+ years of customer or product experience in a high growth SaaS organization

• Led high-growth communities in the past

• Managed A/B tests to optimize customer engagement, retention, and reactivation

• Facilitated "build partnership" product programs in the past

• Scaled a customer or product team based on tactical need

• Worked closely with marketing on customer targeting

Skills that make you extraordinary:

• Strong intuition and deciphering around customer needs through conducting research, interviews, "customer development" style selling, and A/B testing

• Brilliant, structured communication that translates abstract concepts into tactical steps for both customers and team members alike

• A high-output, iterative, empirical approach to learning what one-off tactics we should automate into program features

• High empathy: some customers love Blaze, some hate Blaze; we can learn from both, and you'll be the face of our brand to everyone who knocks at our door

• A passion for building and a desire for ownership and responsibility