At Cargas, we’re passionate about delivering exceptional experiences to our customers—and we’re looking for a Customer Experience Manager who’s just as committed to building trusted relationships, developing high-performing teams, and navigating complex business dynamics with clarity and empathy.

This isn’t your typical plug-and-play leadership role. We’re seeking someone who knows how to step into complexity, assess what’s working (and what’s not), and lead a team with confidence and heart. You’ll be managing a talented group of professionals who support customers across several different software publishers—each with their own approach and priorities. It’s a lot of moving parts, and the person we hire will need to lead with integrity, strategy, and strength.

Who You Are

• You’re a credible leader— someone who’s earned trust through consistency, empathy, and results.
• You’ve been in the customer’s shoes and you’ve been in your team’s shoes—you understand what it takes to manage accounts, retain customers, and turn challenges into opportunities.
• You know how to rally a team around a common vision, bring clarity to ambiguity, and build strong working relationships over time.
• You’re adept at working with diverse personalities and leadership styles—you bring confidence and professionalism to every interaction, and you know how to navigate complex dynamics without escalating them.
• You’re not afraid to roll up your sleeves, learn quickly, and take ownership of projects and customer relationships.

What You’ll Do

You’ll lead our Customer Experience (CX) team in managing customer relationships for the ERP and CRM software platforms we work with, focusing on retention, satisfaction, and growth. This includes:

• Leading and developing the CX team through coaching, feedback, and performance management.
• Managing customer health and engagement, including renewals, expansions, and pipeline tracking in HubSpot.
• Using data and dashboards to identify risks and opportunities before they become issues.
• Driving key metrics like Net Revenue Retention and customer adoption.
• Partnering across departments (sales, consulting, support, marketing) to create a unified customer experience.
• Engaging directly with top-tier customers, including C-level stakeholders, to strengthen relationships and understand evolving needs.
• Improving internal processes to ensure consistency, scalability, and success across the customer journey.

What You Bring

• 10+ years of experience in B2B account management, customer success, or related client-facing roles.
• 3+ years of leadership experience managing customer-focused teams.
• A proven ability to navigate complexity, both in customer relationships and internal dynamics.
• Deep understanding of customer lifecycle management—onboarding, retention, renewals, and expansion.
• Exceptional communication skills—you know how to tailor your message to fit the audience.
• Comfortable with customer data, health scoring, and CRM tools (ideally HubSpot).
• Strong project management, strategic thinking, and collaboration skills.
• A steady, empathetic leadership style—you foster psychological safety while holding yourself and others to high standards.

Nice-to-Haves

• Experience working with ERP, CRM, accounting, or financial software.
• Familiarity with SaaS customer lifecycle strategies.
• Industry knowledge in manufacturing, construction, or professional services.
• Exposure to forecasting or business planning tools.

Why Cargas?

From our employee-owned culture to our casual dress code, Cargas does things a little differently. We practice Open Book Management, so you know the sales, profits, challenges, and opportunities. We collaborate at all levels, so your ideas are heard. We have a flexible work environment, so we trust you to make good decisions on when you need to put in extra effort to take care of customers and when you can take time for personal matters. We share success widely through our Profit Sharing, Bonus Plan, and Employee Ownership. We work hard and have fun!

Cargas Systems is an Equal Opportunity Employer and is committed to workplace diversity. We are dedicated to building a diverse and inclusive workplace, so if you are excited about this role but your experience doesn't align perfectly with every qualification listed, we encourage you to apply anyway. You may be just the right candidate for this or other roles.