Customer Experience Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Customer Experience Manager is a cross-functional operator responsible for managing onboarding success (especially in terms of training), improving customer lifecycle visibility, and proactively driving retention efforts. This role owns key systems (like HubSpot), oversees ticket and client pipeline workflows, emergency-response for outages, contract-related questions with clients and collaborates with Product to surface and escalate bugs and quality-of-life requests. Reporting to the Director of Customer Experience, the Customer Experience Manager helps ensure every Approach customer receives a consistent and valuable experience.

Approach is a fast-growing SaaS platform that powers modern climbing gym management. We help gyms streamline operations, enhance member experiences, and grow their businesses through smart automation, data insights, and deep integrations with leading tools.

The Customer Experience team plays a critical role in delivering on that mission. From onboarding to long-term success, this team ensures every customer receives high-quality guidance, timely support, and proactive engagement throughout their lifecycle. The team works cross-functionally with Sales, Product, and Engineering to reduce churn, drive adoption, and continuously improve how we serve our customers in North America and Australia.

Primary Responsibilities:

• Lead, mentor, and develop the Customer Experience team (Customer Support) with a strong focus on people management, coaching, and growth
• Provide ongoing training, guidance, and support to ensure adoption of best practices and alignment across all CX functions
• Act as a subject matter expert for onboarding clients.
• Create and maintain dashboards to track client lifecycle and success metrics.
• Coordinate between Sales, Onboarding, Support, and Product for smooth client handoffs.
• Oversee and optimize HubSpot pipelines to track tickets, KPIs, and client engagement.
• Manage and prioritize support backlog; communicate thoughtfully with clients.
• Develop client segmentation models to drive proactive engagement.
• Lead creation and curation of an enhanced knowledge base (articles, videos, in-app guides).
• Collaborate with Product and Engineering on automations between HubSpot, Jira, and Slack.
• Help manage/document all major client incidents
• Interact with customers related to contracts and churn

Skills & Competencies:

• Strong cross-functional project management and internal coordination.
• Strategic and tactical understanding of customer lifecycle and success metrics.
• Proficiency in HubSpot (pipelines, reporting, workflows).
• Excellent written and verbal communication skills, especially in client-facing contexts.
• Ability to interpret data to drive decisions and client prioritization.
• Empathy-driven approach to customer service with a process improvement mindset.
• Comfortable with ambiguity and ownership in a startup-like environment.
• Above all things: teachable and a team player

Minimum Qualifications:

• Minimum 1 years in a people leadership role
• Experience with SaaS platforms and B2B client relationships.
• Hands-on experience with HubSpot or similar CRM tools.
• Demonstrated ability to manage cross-functional projects.
• Strong organizational and analytical skills.
• Comfortable communicating with clients via Slack, video, and email.
• Ability to work independently and thrive in a remote-first team.
• Willingness to travel for trade shows, client interactions, team events (only a few times a year)

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.