Senior Manager of Customer Experience and Onboarding

Who You Are

You have Heart for Service

We provide extraordinary service to our customers, coworkers, and our community by going out of our way to appreciate and support them.

You are Curious

We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers’ business problems and the solutions delivered with our software.

You Find a Way

We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do. 

About Alchemer

Founded in 2006, Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 205 countries, with 50K new surveys created and 5M responses collected every week.

Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.Alchemer.com).

What You Will Do

Alchemer is seeking a dynamic and experienced Senior Manager of Customer Experience & Onboarding Services to lead our customer experience program internally and externally, including CX consulting engagements and management of onboarding delivery. This key leadership role will focus on delivering exceptional customer experiences, driving best practices internally and externally, and ensuring seamless service delivery across Alchemer's suite of products. 

How You Will Spend Your Days

• Act as a subject matter expert in Customer Experience (CX), providing thought leadership to customers and internal stakeholders. 
• Support customer onboarding by ensuring best practices are implemented to drive adoption and success. 
• Lead CX consulting engagements for customers, offering strategic insights and tailored recommendations to improve their experience management programs. 
• Develop and publish thought leadership content, including articles, webinars, and whitepapers, to position Alchemer as an industry leader in Customer Experience. 
• Continuously evaluate and refine Alchemer’s CX best practices, ensuring alignment with industry trends and customer needs. 
• Lead and manage the Onboarding and Professional Services teams, comprising 10+ direct reports, ensuring high performance, collaboration, and growth. 
• Oversee project delivery, resource allocation, process refinement, and operational excellence across all Alchemer products. 
• Mentor team members, fostering professional development and ensuring adherence to Alchemer’s core values. 
• Collaborate cross-functionally with Sales, Product, and Customer Success teams to drive customer outcomes and satisfaction. 

What You Bring to this Role

• 7+ years of experience in Customer Experience leadership, onboarding, professional services, or related fields. 
• Proven track record of leading high-performing teams and delivering successful customer engagements. 
• Strong understanding of CX strategies, methodologies, and industry best practices. 
• Excellent communication and leadership skills, with the ability to influence and inspire both customers and internal teams. 
• Experience with Alchemer products or similar platforms is a plus. 

Compensation for this position includes an annual base salary of $130,000 to $150,000, with eligibility to participate in our Employee Participation Unit program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and twelve paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we're committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we're increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply. 

Don’t meet all the requirements? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification listed. Don’t let that stop you! We encourage you to apply if you have some of the requirements listed. You may bring qualities that we’re looking for in other areas. Building a diverse, inclusive, and customer centric workplace is important to us at Alchemer. If you’re excited about this role and your experience doesn’t perfectly align, we encourage you to apply anyway. Let’s talk!