Customer Experience Manager

Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production.

Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first.

We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!

The Mission

We are seeking a detail-oriented Customer Experience (CX) Manager to join our team and drive customer satisfaction initiatives through data collection, analysis, and strategic reporting. This role focuses on capturing the voice of the customer and translating feedback into actionable insights that inform business decisions and improve customer experiences. This role offers the opportunity to be the voice of the customer within our organization and directly influence strategic decisions that enhance customer satisfaction and loyalty.

Your Assignment

Customer Engagement & Data Collection

Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders

Manage survey collection through various channels including live meetings, email and project team collected responses

Ensure consistent data collection processes and maintain high response rates

Data Analysis & Insight Generation

Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern

Review and categorize qualitative customer feedback to identify recurring themes and pain points

Synthesize complex customer data into clear, actionable recommendations

Track metrics against customer experience benchmarks and goals

Strategic Reporting & Presentation

Create comprehensive reports and dashboards that communicate customer sentiment to leadership

Present findings and recommendations to executives, department heads, and cross-functional teams

Develop compelling narratives that connect customer feedback to business impact

Facilitate customer experience review meetings with organizational leaders

Your Qualifications

3+ years experience in a customer experience role, professional services, or customers relationship management

Knowledge of customer experience methodologies and best practices

Experience with CRM systems and customer feedback management platforms

Strong analytical skills with experience in statistical analysis and reporting

Excellent written and verbal communication skills

Experience presenting to senior leadership and stakeholders

Excellent time management with the ability to prioritize tasks and manage engagement coverage workload

Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments

Familiarity with using AI tools to drive operational process efficiencies

Preferred Qualifications

Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools

Working knowledge of AWS cloud offerings and solutions

Knowledge and understanding of cloud industry trends and new technologies

Data analytics basics; viewing customer feedback data and proposing process changes

Entry or mid-level cloud certification, e.g. AWS Cloud Practitioner

Benefits

100% remote work

Generous holidays and flexible PTO

Competitive phantom equity

Paid for exams and certifications

Peer bonus awards

State of the art laptop and tools

Equipment & Office Stipend

Individual professional development plan

Annual stipend for Learning and Development

Work with an amazing worldwide team and in an incredible corporate culture

This role may require up to 25% travel, depending on business needs.

NOTE: This position requires current legal authorization to work in the country where this position is located. Caylent is not able to sponsor visa or work permit applications at this time.

At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements. These tools are designed to support — not replace — human decision-making. Final hiring decisions are always made by our trained recruitment professionals. If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner. If you have any questions, please contact [email protected]

Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.

We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [email protected].