• Develop and maintain strong, long-lasting relationships with your assigned customers. • Grow your book of business through a feature-based approach, mapping customer needs to Onfleet capabilities and expanding adoption of high-value features. • Proactively identify account risks and drive mitigation strategies. • Demonstrate ROI and communicate the value of Onfleet products/services. • Develop account-specific strategies to drive adoption, expansion, and retention. • Address customer issues promptly and effectively to maintain high satisfaction levels. • Monitor and analyze customer health metrics, NPS scores, and other relevant data. • Provide regular updates on account status, risks, and opportunities to management. • Identify, forecast, and close expansion and upsell opportunities, including the pricing and packaging conversations that reflect the value customers realize. • Act as the voice of the customer internally, working with product, sales, and other teams. • Effectively manage key customer projects, as needed. • Conduct regular check-ins and executive reviews (EBRs), as necessary and for certain accounts, to assess customer health and satisfaction.

• Customer support & onboarding: You use scalable approaches to support many customers and provide tailored onboarding and support for high-potential or at-risk accounts. • Product usage & health: You analyze usage trends to identify opportunities to strengthen customer engagement and deliver more value. • You independently implement strategies that improve customer retention and product adoption. • Churn and risk management: By continuously monitoring customer data, you detect early signs of churn or dissatisfaction and develop targeted measures to minimize risks and retain customers long-term. • Account growth: Together with the Sales team, you identify and drive expansion opportunities to realize the full potential of each account. • Product feedback: You actively collect customer feedback and help our product team continuously improve the product. • Data management and documentation: You ensure high data quality in the CRM by documenting interactions and identifying automation opportunities. • Projects: You lead projects that contribute to the advancement of Customer Success. • Leadership: You lead and take functional responsibility, managing and delegating tasks within a 2–3 person team.

Role Description The Customer Experience Manager is the voice of the customer at Glade Optics. You'll oversee all customer-facing support channels—including email, chat, phone, and community engagement—while serving as a product expert and customer advocate. This role combines strategy and execution. During the off-season, you'll operate primarily as an individual contributor focused on improving systems, processes, and customer insights. During the busy fall and winter months, you'll lead and coach a seasonal team of Customer Experience Representatives, ensuring every customer interaction reflects the Glade brand. The ideal candidate is an active skier or snowboarder who understands the gear, culture, and mindset of mountain athletes and can translate that knowledge into an exceptional customer experience. What You'll Do - Lead the Customer Experience - Own customer support operations across email, chat, phone, and community channels. - Ensure every customer interaction is efficient, authentic, and aligned with the Glade brand. - Serve as the primary advocate for customer needs across the organization. - Improve Systems & Processes - Optimize support workflows, automation, and service technologies. - Identify opportunities to improve response times, efficiency, and customer satisfaction. - Maintain and enhance customer support documentation, knowledge bases, and SOPs. - Turn Customer Feedback Into Action - Analyze customer feedback, trends, and service metrics. - Deliver actionable insights to Product, Marketing, Operations, and Leadership teams. - Help shape product improvements and business decisions based on customer needs. - Lead a Seasonal Team - Recruit, onboard, train, and coach seasonal Customer Experience Representatives. - Manage approximately 3–4 direct reports during peak season. - Create a positive, accountable, and customer-focused team culture. - Resolve Complex Customer Issues - Handle escalated customer situations with empathy and professionalism. - Drive solutions that strengthen customer trust, satisfaction, and long-term loyalty. - Build Community & Brand Advocacy - Engage with customers beyond traditional support channels. - Foster meaningful relationships that strengthen the Glade community and brand affinity. - Represent the authentic voice of the customer internally and externally. Qualifications - Active skier, snowboarder, or mountain sports enthusiast with strong knowledge of snowsports equipment and culture. - Experience managing customer support or customer experience functions. - Strong verbal and written communication skills. - Proven ability to handle customer escalations and difficult service situations. - Excellent organizational, analytical, and problem-solving skills. - Ability to balance strategic thinking with hands-on execution. - Passion for delivering exceptional customer experiences. Preferred Experience - Experience leading, coaching, or managing teams. - Familiarity with e-commerce and direct-to-consumer brands. - Experience with Gorgias, Shopify, Loop Returns, Google Workspace, Microsoft Office, and modern customer support platforms. - Ability to use personal product expertise to educate customers and train team members. Benefits - Competitive benefit package - Ski pass stipend - Glade gear discounts - Industry discounts - The Digital Stronghold portfolio discounts - Work alongside passionate skiers, snowboarders, and outdoor enthusiasts. - Have a direct impact on customer loyalty, product feedback, and company growth. - Join a customer-first culture where your ideas and insights matter.

• You manage our client projects end-to-end and keep all threads together using tools like Asana. • You take ownership of our client relationships and drive projects forward strategically. • You support our clients from the initial kickoff through to reporting and act as their primary point of contact for the project. • You develop effective lead generation strategies and push implementation forward together with your team. • You present your strategies persuasively and win clients over for your ideas and concepts. • You keep KPIs, timelines and results in view at all times and ensure projects progress measurably. • You coordinate internal teams and freelancers and ensure everyone works efficiently and on equal footing. • You develop into an expert in B2B marketing to continuously create more effective strategies for our clients together with your team.