Senior CX Strategy Manager

Are you passionate about driving customer success and enhancing their experience with our brand? We are seeking a Senior CX Strategy Manager who will spearhead the development, delivery, and operationalization of post-sale strategies aimed at creating unparalleled customer value, fostering adoption, advocacy, and ensuring long-term retention. 

Sitting within Customer Strategy & Delivery, a dynamic, multi-disciplinary team comprised of strategy, systems, process, data and engagement experts, this role will play a critical part in developing strategy and driving cross-functional programs that transform the way we work, and the way our customers derive value from Go1. 

Why you’ll love this role: 

• Lead Strategic Projects: Develop and lead transformative CX projects, utilizing data-driven insights, extensive research, and industry best practices. From customer lifecycle management to retention strategies, you'll design and execute initiatives that resonate with our customers and drive business growth. 
• Drive Operational Excellence: Manage data-driven operational projects to inform and execute our CX strategy effectively. You'll provide senior management and stakeholders with actionable insights and recommendations through regular business performance reporting, forecasting, and capacity modeling. 
• Create Customer Insights: Refine customer segmentation and insights to enhance targeting precision and channel effectiveness. By championing data governance and systems requirements, you'll ensure our approach remains agile and responsive to evolving customer needs. 
• Deliver Service Excellence: Design and implement policies, guidelines, and processes to consistently deliver exceptional service, nurturing and expanding our customer relationships. 
• Champion Advocacy and Education: Act as a champion for customer-centric approaches and best practices, fostering a culture of customer focus and excellence across the organization. Your advocacy and education efforts will empower peers to prioritize the customer experience in all endeavors. 

You will also have a shared accountability to: 

• Evolve our voice of customer program to produce actionable customer insights – shared with Research  
• Develop programs that drive customer retention – shared with Marketing, Product, Services 
• Define policies and requirements to support tracking in systems – shared with RevOps & Business Systems 

About you: 

• 7+ years' experience in customer-focused project management, CX strategy, analysis, operations or management consulting roles 
• Analytical skills - ability to manipulate and leverage data to support and drive decision making. 
• Experience developing strategy including end to end definition and execution of program requirements. 
• Experience managing and maintaining customer systems, processes, and policies. 
• Experience delivering customer-centric strategic initiatives and influencing positive change within an organization. 
• Problem-solving - ability to identify and address problems, resolve conflicts, and find creative solutions to pain points. 
• Communication - the ability to listen to others, storytelling, and clearly convey your ideas and feedback, as well as collaborate with internal teams and influence stakeholders.  
• Great cross-functional stakeholder management and collaboration skills as you will work across the business and with people at a variety of levels.  
• Adaptability - you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics 
• Experience in the SaaS industry, with a strong understanding of the market, competition, and customer needs (preferred). 
• Experience with customer lifecycle and journey mapping or service design (preferred). 
• Must be in Mountain or Pacific time for global crossover. 

At Go1, your base pay is one part of your total compensation package. This role pays between $120,000.00 and $140,000.00 and your actual base pay will depend on your skills, qualifications, and experience. This role is also eligible for the employee bonus plan and employee stock options. 

Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. Together, we can change the world. One learner at time. 

While technical skills are important, it is just as important for us find people who will positively contribute to our diverse culture. We welcome you to apply, even if you don't exactly meet the criteria above. 

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