Customer Experience Manager

Are you ready to join a dynamic team that's transforming the way small businesses manage their finances? At mazeed, we're not just offering a service; we're providing a lifeline to micro and small-sized enterprises. Our multi-faceted platform is the key to helping these businesses keep their financial records in check, issuing invoices promptly, and making informed decisions. We're the trusted extension of their team, their Finance & Accounting Department.

Our core values of Integrity, People Growth, Customer Centric, Global Mindset, Innovation, and Adaptability are the foundation upon which we've built our success. We're not just looking for someone who can fill a role, but someone who can align with these values, adding their unique perspective to our team.

Job Summary:

The Sr. Performance Executive is responsible for the planning, execution, and optimization of paid advertising campaigns across all major platforms (Meta, X (formerly Twitter), TikTok, Google Ads, etc.). This role requires a deep understanding of digital marketing best practices, a data-driven approach, and a strong focus on achieving measurable results.

Purpose of the job:

As a Customer Experience Manager (CEM) at Mazeed, you will be the key driver in ensuring the satisfaction, retention, and long-term success of Mazeed’s clients across the financial services and SaaS business landscape. Acting as the primary point of contact, you will oversee the entire customer lifecycle, ensuring a seamless and value-driven experience from onboarding to renewal.

Your role will involve managing client accounts, conducting regular business reviews and customer visits, and fostering strong, trust-based relationships. You will proactively manage renewals and expansions, ensuring clients continue to realize value while positioning them for sustainable growth. In addition, you will identify opportunities for cross-selling and upselling additional features, services, and products to enrich the customer experience and drive revenue growth.

This position requires a strategic and analytical mindset, excellent communication and relationship-building skills, and a proactive approach to solving customer challenges. As the advocate for the customer, you will ensure Mazeed consistently delivers exceptional value across both financial services operations and SaaS subscription models

Responsibilities:

Client Journey Ownership

• Oversee the entire client lifecycle, ensuring smooth transitions from onboarding to ongoing account management, product utilization, renewals, and offboarding

Client Advocacy & Feedback

• Act as the client’s advocate by gathering data-driven feedback, conducting regular onsite visits, and translating insights into actionable improvements across Operations, Product, Finance, and Technology

Customer Experience Leadership

• Lead initiatives to enhance the client experience by analyzing feedback, identifying service gaps, resolving product issues and integrations, and implementing strategies that ensure customer satisfaction and retention

Onboarding & Training

• Deliver standardized onboarding sessions, including training on back-office and SaaS operations, to prepare clients for effective use of Mazeed’s financial services and SaaS solutions

Performance Monitoring & KPIs

• Define, track, and monitor customer experience KPIs (renewal rates, churn %, onboarding SLA, NPS, and expansion revenue), ensuring alignment with financial and SaaS business objectives

Cross-Functional Collaboration

• Partner with Sales, Operations, Product, and Finance teams to ensure seamless implementation, workflow assurance, and resolution of client requests while identifying cross-sell and up-sell opportunities to drive revenue growth

Renewals & Client Retention

• Proactively manage contract renewals, collections, and expansion opportunities while handling offboarding with a focus on gathering experience surveys, analyzing root causes, and implementing corrective actions

• Bachelor’s degree in business or a related field with 5+ years of overall experience, including 3+ years in a managerial role within the SaaS industry
• Proven track record in customer success, account management, or client-facing roles in SaaS or financial services
• Proficiency in Microsoft Office, particularly with Excel
• Strong communication skills, both written and verbal
• Strong Customer Success skills
• strong organizational and stress management skills
• 5+ years’ experience overall with 2 years of experience managing employees
• Leading team experience

If you're excited to embark on this journey with us, to be part of an innovative team that's changing the game for small businesses, we encourage you to apply. At mazeed, we don't just hire employees; we welcome team members who share our values and vision. Join us in making a real impact on the financial well-being of small enterprises while advancing your own career. Your success is our success, and together, we'll reach new heights in the world of finance and accounting.

Join our mazeed Family and enjoy a comprehensive benefits package that includes competitive compensation, comprehensive health coverage, professional development opportunities, work-life balance initiatives, an inclusive company culture, and performance bonuses and incentives. We prioritize the well-being and growth of our employees and strive to create a supportive and rewarding work environment.