Senior Customer Experience Manager

Direct message the job poster from Accelevents

Accelevents is a comprehensive, enterprise-grade event management platform offering a highly secure, one-stop solution for organizing virtual, hybrid, and in-person events. Trusted by over 12,500 organizations worldwide, we empower clients to streamline their complex event lifecycle and drive measurable ROI. We combine advanced data security with seamless usability, providing a critical platform that requires proactive, strategic customer partnership to ensure value realization.

Role Description

This is a full-time, remote senior-level role based in the Philippines, focused on the strategic success and growth of our key clients.

As a Customer Experience Manager (CXM), you are not simply a reactive support channel—you are the primary owner of the customer relationship and a trusted strategic advisor responsible for driving platform adoption, maximizing business value, and securing client retention across our most valuable accounts. You will manage the entire post-sales lifecycle as it pertains to our product, ensuring clients move efficiently from onboarding to full platform utilization and eventual renewal.

This role requires a high degree of business acumen, self-direction, and a proven track record in a fast-paced, B2B SaaS environment.

Key Responsibilities & Outcomes

Strategic Value & Partnership

• Proactive Success Planning : Develop and execute tailored success plans (including milestones and KPIs) for each assigned client, focused on their specific business outcomes (e.g., lead generation, attendee engagement, revenue goals).
• Drive Adoption and Engagement : Monitor client health scores, proactively identifying and mitigating churn risks and low adoption flags. Conduct regular business reviews (QBRs) with client executive stakeholders to report on realized ROI and strategic alignment.
• Expert Consultation : Serve as the product expert, providing strategic guidance on integrating Accelevents into the client’s long-term event strategy, managing complex integrations, and anticipating future needs.

Growth & Advocacy