Lead Customer Experience Manager

Lead Customer Experience Manager

At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. That's why at Appfire, you choose.

Choose to work where you thrive : Whether from home, in one of our offices, or while exploring the world, you decide where you're most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote-first company, we've got you covered.

Choose to balance your life without compromise : Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and well-being.

Choose to grow on your terms : Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When you're ready for a new challenge, our internal mobility program is here to support your journey.

No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire.

About the Role

Appfire is seeking a strategic, data-driven and customer-obsessed Lead Customer Experience (CX) Manager to lead our efforts in building our Customer Experience practice. This is a foundational hire who will define and operationalize how we measure, understand, analyze, and improve customer satisfaction, loyalty and advocacy. This role owns our Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programsdriving actionable insights and cross-functional improvements that enhance the end-to-end customer journey.

You'll collaborate closely with Customer Success, Support, Channel, Product, and Marketing to turn unstructured customer feedback into executive ready insights and measurable business impact. This role will report to the VP, Product Marketing within the larger Marketing organization.

Your everyday tasks will include :

• CX Program Design & Voice of the Customer (VoC)
• Own and launch company-wide NPS and CSAT programs, including survey design, tooling, timing, segmentation strategy, and reporting.
• Build the company's Voice of the Customer (VoC) program by establishing systems for collecting, analyzing, and activating customer feedback across all lifecycle stages.
• Establish response workflows and feedback loops to ensure insights translate into tangible improvements across teams.
• Partner with Product, Customer Success and Support teams to identify and prioritize friction points and drive resolution.
• Develop customer listening ecosystem (surveys, interviews, in-app messaging, community insights, etc.) to measure satisfaction at key lifecycle moments.
• Data Analysis & Reporting
• Work with the Marketing Analyst to identify patterns, root causes, key themes and opportunities for improvement across collected NPS and CSAT data.
• Create dashboards and recurring reports for leadership and functional stakeholders, linking CX insights to revenue, retention, churn, and expansion KPI.
• Present findings with actionable recommendations tied to customer retention, expansion, and advocacy metrics.
• Track the impact of CX initiatives on revenue retention, renewal, and churn rates.
• Cross-Functional Collaboration
• Partner with Customer Success to ensure proactive engagement and follow-up with detractors.
• Develop and implement a process to collaborate with Product Management, ensuring validated customer insights are incorporated into roadmap prioritization.
• Work with Marketing to leverage promoter feedback for case studies, reviews, and referral programs.
• Support Operations in embedding CX metrics into business reviews, OKRs and executive dashboards.
• Process Optimization
• Build closed-loop feedback workflows (ex : notifying CSMs or Support of detractor responses) for rapid response and prioritization
• Develop scalable systems for collecting, tagging, and classifying feedback by theme or product area.
• Continuously refine survey methodologies for global audiences, to improve response rates and data reliability.

Skills and experience you'll need to succeed :

Beyond the resume skills that match our culture and this role :

We offer :

Disclaimer : The responsibilities outlined in this job posting are intended to provide a general overview of the role. Additional duties may be assigned as needed to meet the needs of the business.

About Appfire

A people-first approach to business

Since its inception, Appfire has been a remote-first company. With 850+ employees (who we call fireflies) across 28 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally.

Making an impact

At Appfire, corporate social responsibility is driven by team members, family, friends, customers, and partners through Appfire Town. This program brings people together to generate a strong social impact in our local and global communities.

In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types product, profit, equity, and employee time. We were among the first to do this, and we're proud that Pledge 1% is part of our evolution.

Our business

Appfire mission to equip and connect every team so they can plan and deliver their best work. We are committed to building a durable, multi-generational business, and to evolving, innovating, and scaling in a way that ensures stability and opportunity for years to come.