Customer Experience Manager

Requirements

• 5+ years of experience as a CSM, CEM, PM or related customer facing revenue focused role ideally within security or cloud
• 3+ years of experience managing Post Sales – Customer Success or Services roles focused on Fortune 100 accounts
• Proven track record of mentoring and managing high-performing revenue teams
• Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of an organization
• Deep understanding of Security SaaS offerings and pricing models and ability to learn Wiz's offerings with agility

What the job involves

• The vision of the Customer Experience Management (CEM) team is to connect Wiz value to top customer initiatives to outpace the competition, facilitate healthy product adoption, and drive revenue growth
• CEMs manage organizational change management by removing adoption roadblocks, increasing customer stakeholders invested in Wiz, and delivering value realization to our most valued customer accounts
• As a Manager, CEM you will be leading a team of CEMs
• Ideal candidates will exhibit high levels of business acumen all the while maintaining a customer-first approach
• You will streamline strategy and communications between sales, customer success and operations leadership to ensure long term retention of customers
• Operating in a strategic 'player-coach' capacity, you will also maintain direct CEM ownership over a select few key accounts
• This hands-on connection ensures you remain grounded in the customer experience, allowing you to personally pilot and refine new strategic 'plays' before scaling them across your broader team
• Join Wiz as a Manager, CEM to contribute to customer success and to be a part of an innovative and collaborative company that values excellence and growth
• Lead, mentor, and motivate a team of CEMs working with our most strategic customers
• Provide the team with tactical and strategic guidance to ensure delivery of exceptional service, value realization, and project execution strategies to customers in your region
• Actively manage and serve as the primary CEM for a small targeted portfolio of Strategic Accounts
• Drive CEM strategy and customer deliverables to continuous grow impact of your team
• Achieve or exceed quarterly revenue goals, tied to retention, growth, and adoption
• Maintain and report accurate customer health and project status within region while collaborating with sales peers
• Work with TAM leaders to drive customer outcomes and develop a culture of collaboration, learning, and success
• Identify and activate strategies to proactively identify and grow value within accounts
• Collaborate effectively cross functionality with key teams including Deal desk, Legal and Operations
• Act as an escalation point for team around at‑risk customers