This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Quince’s B2B team is building a world-class customer experience to match the quality, value, and ambition of our products. We’re seeking a Senior Manager, Customer Experience & Enablement (B2B) to own and scale our Project Management function while building the enablement systems that allow our team to deliver consistent, high-impact service at scale. This role will lead our Project Management organization , manage and develop a growing team of Team Leads and Project Managers, and be accountable for delivering exceptional outcomes including: - 4.8+ CSAT - Same-day responsiveness - Operational consistency as the business scales from 8 to 9 figures in revenue This is a highly hands-on role with both strategic and operational ownership . You will define how customer experience is delivered at scale by building the playbooks, training, tooling, and performance frameworks that allow teams to execute with precision—without sacrificing quality. You will report to the GM of the B2B business and partner closely with Sales, Operations, Product, Engineering, Supply Chain, and our CRM team. This role is ideal for a builder-leader who thrives in ambiguity, sets a high bar for service excellence, and knows how to translate customer expectations into repeatable team execution through strong enablement. Qualifications - 8–12+ years of experience in customer experience, customer success, operations, enablement, or project management in a high-growth environment with high-profile or complex clients. - Proven experience leading and scaling 20+ person customer-facing teams, including managing managers or senior ICs. - Strong track record of owning CSAT, SLAs, or customer satisfaction metrics in $100M+ businesses. - Demonstrated ability to build enablement systems (onboarding, training, QA, knowledge management) that drive consistent performance at scale. - Highly operational mindset—you can design processes, define standards, and ensure execution with minimal oversight. - Technically fluent and tool-savvy; strong experience with HubSpot, Slack, Replit, dashboards, automation, and AI-driven workflows. - Exceptional people leader with experience hiring, coaching, and developing high-performing teams. - Excellent written and verbal communication skills; client-facing writing clarity is a must. - Comfortable thriving in ambiguity and building structure where none exists. - Strong cross-functional partner who can influence without formal authority. - Bias toward action, ownership, and continuous improvement—you run toward customer problems, not away from them. Requirements - Hire, lead, coach, and develop a team of Project Managers and Team Leads, setting clear expectations, growth paths, and accountability. - Define and operationalize CX standards, including SLAs, communication cadences, escalation protocols, and quality benchmarks. - Own CSAT measurement and feedback mechanisms, translating insights into actionable improvements. - Ensure same-day responsiveness across customer touchpoints through thoughtful workflow design and coverage models. - Design and maintain onboarding, training, and certification programs that support rapid scaling. - Build internal and external documentation that enables both customers and teams to self-serve effectively. - Act as a hands-on leader during periods of peak demand, ambiguity, or critical escalations—modeling excellence in execution. Benefits - Joining Quince means being part of a mission-driven team reshaping retail. - You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike. Pay Range $159,000 - $227,000 USD

• Lead Customer Success for the Corporate (SMB) segment, spanning scaled programs and a pooled CSM team • Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch • Segment customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion • Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency • Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio • Lead the delivery of outcome-based engagements such as webinars, office hours, and product clinics to maximize customer reach • Partner with Digital Success to deploy automated multi-channel campaigns and define triggers for proactive outreach • Collaborate with Solution Success to integrate functional expertise into workflow accelerators and best-practice content • Establish early-warning signals and automated risk identification to proactively improve retention outcomes • Build mechanisms to uncover expansion potential and deliver customer success qualified referrals (CSQRs) in alignment with Sales • Own and optimize dashboards, metrics, and KPIs related to scaled engagement, adoption, and segment health • Manage and coach a team of CSMs and Team Managers operating in mid-touch, low-touch, and pooled engagement models • Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness • Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners

• Serve as the primary point of contact for operational contacts, maintaining and growing client relationship while ensuring ongoing excellent customer service. • Build trusted advisor relationships with key operational leaders at client organizations. • Build, personalize, & deliver personalized quarterly business reviews (QBRs), sharing peer benchmark data, ROI updates, and efficiency opportunities. • Strategically focus on ensuring the overall success and retention of Optimal Blue clients. • Monitor and assessing the health of client relationships through data, leading indicators, and direct engagement. • Drive the utilization of product features and capabilities to ensure clients achieve the highest ROI. • Formulates and manages an action plan to identify and manage client goals, as well as any challenges, risks and growth opportunities within the client. • Own forecasting and prioritization for client renewals within assigned accounts. • Identify new business opportunities and collaborate with sales personnel for new Optimal Blue products or services. • Collaborate cross-functionally with internal teams (e.g., Sales, Marketing, Finance, Product, Services) to drive long-term healthy client relationships. • Represent the voice of the customer in leadership meetings, providing insight from clients to help prioritize product enhancement and bug fix requests. • Create referenceable customers through case studies, reference calls, and speaking engagements. • Stay informed about new release changes, new products, and industry trends. • Available for travel to customer on-sites, executive meetings, and conferences (approximately 15% of the time, including overnight stays).

• Clean up existing CRM • Remove duplicates • Find new contacts • Search through existing contacts for missing information • Clean data