Customer Experience Manager

Tilt is looking for a Customer Experience Manager to oversee the day-to-day execution of Tilt’s customer implementation and onboarding process, ensuring customers launch successfully and understand how Tilt supports their leave management workflows. This role manages and develops the Implementation team, coordinates customer implementations, identifies gaps in existing training to support improvements, and holds the team accountable for quality, timeliness, and clear communication.

Working closely with Sales, Product, Leave Support, and Customer Success, the Customer Experience Manager translates department priorities into consistent execution, resolves implementation barriers, and improves processes. The Manager ensures the team understands each customer’s policies and workflows, accurately configures the platform, and prepares customers and internal teams for a successful transition to ongoing support.

Responsibilities will include:

Team Management & Development
- Manage, coach, and develop team members through regular one-on-ones, timely feedback, performance evaluations, and development conversations.
- Set clear expectations for implementation quality, customer communication, responsiveness, and follow-through.
- Assign implementations and balance workloads based on customer complexity, team expertise, and available capacity.
- Ensure team members develop strong product knowledge and can translate customer policies and workflows into accurate implementation requirements.
- Address performance gaps promptly and ensure coverage during absences.

Implementation Delivery & Customer Readiness
- Oversee implementations from Sales handoff through go-live and transition to ongoing support.
- Ensure every implementation has a documented scope, timeline, milestones, owners, and customer responsibilities.
- Confirm customer requirements, policies, and workflows are understood and documented before configuration.
- Ensure configuration reviews, testing, customer training, and required approvals are completed before launch.
- Monitor implementation progress, address delays, and communicate changes to customers and internal stakeholders.
- Join complex customer calls and own implementation escalations through resolution, escalating to leadership when additional support or decisions are needed.

Sales & Implementation Alignment
- Partner with Sales to ensure complete, accurate handoffs, including customer goals, purchased services, commitments, and implementation requirements.
- Provide realistic implementation timelines based on scope, dependencies, and team capacity.
- Participate in prospect conversations as needed to explain the implementation process and clarify requirements.
- Identify gaps between sales commitments and implementation capabilities and resolve them with the appropriate leaders.

Process Improvement & Efficiency
- Maintain and reinforce standard implementation processes, documentation, templates, and quality checkpoints.
- Identify recurring bottlenecks and implement practical improvements that reduce delays, manual effort, and rework.
- Partner with Operations to adopt automation and AI tools that improve team capacity and consistency.
- Ensure the team follows established service standards and keeps project records current.
- Use customer feedback and implementation data to evaluate whether process changes improve outcomes.

Cross-Functional Coordination & Handoffs
- Coordinate with Product, Engineering, Leave Support, Customer Success, and other partners to resolve implementation dependencies.
- Escalate product gaps and technical barriers with clear descriptions of customer impact, urgency, and required decisions.
- Ensure receiving teams have the documentation, context, and training needed to support customers after launch.
- Confirm ownership and next steps for any approved outstanding items at handoff.
- Maintain internal and customer-facing training resources as products and processes evolve.

Performance Management & Reporting
- Track team performance against established implementation goals and service standards.
- Maintain visibility into implementation status, capacity, delays, risks, and escalations.
- Provide leadership with clear updates, including corrective actions and decisions needed.
- Use performance trends to guide coaching, workload allocation, and process improvements.

You’re a great fit if you:
- Are highly organized and can manage multiple priorities and deadlines at once
- Have experience managing and developing teams
- Communicate clearly and empathetically with customers and internal stakeholders
- Are comfortable working cross-functionally and resolving complex issues
- Excel in a fast-paced, tech-driven environment and easily switch between multiple systems
- Are proactive in problem-solving and process improvement
- Have experience with implementation, onboarding, or customer success in a SaaS or HR tech environment (preferred)

Key Metrics for Success:
- Time to Implementation: Implementation duration by customer segment and complexity, with clear visibility into causes of delay.
- On-Time Milestone & Go-Live Attainment: Percentage of implementations meeting agreed milestones and launch dates.
- Implementation Quality: Configuration accuracy, testing completion, and implementation-related issues or rework after launch.
- Customer Readiness & Satisfaction: Completion of required training and approvals, alongside onboarding CSAT.
- Launch Readiness: Percentage of handoffs meeting documentation, ownership, and receiving-team acceptance requirements.
- Team Capacity & Productivity: Implementation volume and complexity managed per team member, balanced against quality and timeliness.
- Team Development: Progress toward product proficiency, individual performance expectations, and development goals.

Total Compensation

The base salary for this role is $95,000 - $125,000 USD annually plus stock options (ISOs), because we believe everyone should have some stake in our business.

Additional benefits include:
- Comprehensive medical, dental, and vision benefits paid at 100% for all employees and 50% for dependents.
- 401k + match (100% match on the first 3%, 50% match on the next 2%)
- $50 monthly to spend on “What Matters Most”
- Responsible Time Off - take what you need, when you need it!

Virtues/Competencies

Health & Family First
- You integrate all aspects of your life in a way that produces excellent work and ensures you care for what matters most.
- You get things done at a pace consistent with business needs.
- You consistently show up prepared, dependable, and follow through on commitments.

Autonomy + Team. Always
- You are highly organized and can manage multiple priorities and deadlines at once.
- You are focused on scale and building, understanding that pace is equally as important as quality.

Be Curious
- When you don’t have all of the answers, you dig in and ask questions.
- You assume positive intent and seek truth.
- You are intentional in discovering paths of self-development and seek out opportunities for professional growth.

Love Our Customers
- You lead with empathy and compassion, meeting customers where they are and supporting them with intention and care.
- You take the time to deeply understand customers’ needs, goals, and challenges.
- You communicate openly and honestly, even when conversations are difficult.

Fearlessly Flexible
- You embrace change and navigate ambiguity with confidence and curiosity.
- You take initiative and make progress even when direction isn’t fully defined.