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
Medical Insurance for you and eligible dependents
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 talent@caylent.com
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 hr@caylent.com.