Vice President of Customer Experience

Manychat is a leading customer conversation platform, backed by top investors, including Bessemer Venture Partners, and was recently named one of "America's Best Startup Employers 200" by Forbes. Manychat currently helps more than 2 million businesses across 190 countries interact with billions of customers in real-time at scale. No matter the use case—whether generating leads, increasing engagement, providing 24/7 customer support, accepting payments, and beyond—Manychat helps businesses improve their ROI and grow faster. With a team of 120+ teammates across three offices in New York, Barcelona, and Yerevan, Manychat is helping brands around the world interact with their customers in valuable, meaningful ways.

The Vice President of Customer Experience will join the executive team and report to the CEO. You will be accountable for the end-to-end customer experience for our customers across the globe. You will build and lead our Customer Onboarding, Customer Success, and Customer Support teams, with the purpose of maximizing our net revenue retention (NRR) across different segments of customers.

• Develop and refine our core customer experience functions—from initial onboarding to ongoing success and support—to ensure a consistent and high-quality experience for our customers
• Work closely with cross-functional leaders across Sales, Marketing, and Product to represent the voice of the customer across the organization, influence product and marketing decisions, and improve cross-functional collaboration
• Implement and execute strategic initiatives to deliver improved customer retention, NPS, and CSAT scores
• Create a strong, results-oriented team culture and career development opportunities for a global team of 30+ strong team members
• Continually monitor performance data and derive insights from that data to shape the roadmap
• Help us build a great company as a member of the executive team

• 10+ years of CX leadership experience in customer onboarding, customer success, and/or technical support at a fast-growing enterprise software / SaaS company
• 5+ years of people leadership experience, including experience as a second-line leader
• Strong track record of hiring and developing great talent across functions and geographies
• Skilled relationship manager, able to develop and sustain trusting, collaborative relationships and alliances across functional, organizational, and geographical boundaries and navigate difficult conversations internally and with customers
• Proven track record of meeting and exceeding gross and net retention, NPS, and/or CSAT targets as an individual contributor and team leader
• Well-organized and able to successfully implement and manage multiple complex initiatives simultaneously
• Strong team player and coach who inspires and motivates high-performance teams while also building positive, collaborative relationships with peers in other departments
• A data-driven individual who analyzes and leverages customer data to influence key decisions impacting customers
• Savvy operator with a history of building and implementing new processes which successfully helped scale teams
• High-energy and entrepreneurial-minded self-starter who is motivated by the opportunity to scale a global team within a high-growth start-up changing the industry

• Opportunities for rapid personal and professional growth
• Hybrid work environment with a growing, NYC-based team
• Collaborative, transparent and fun-loving office culture

• Generous time off policy to balance your work and life, including paid parental leave
• Competitive medical, dental, and vision coverage for you and your dependents
• Annual Professional Development Reimbursement

• The range for this role is $250,000 - $325,000 annually.
  • Please note: Final salary will be determined based on a candidate's qualifications and experience. The range provided is the role’s on-target earnings (OTE) range, including both the potential sales commissions/bonuses and the annual base salary. 
• Company equity
• 401K with company match 

ManyChat is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.

This commitment is also reflected through our candidate experience. If you have individual needs that may require an accommodation during the interview process, please indicate this in your application. We will do our best to provide assistance throughout your interview process to ensure you’re set up for success.