Customer Experience Manager, Jasper
Scale CSM
$80-95k
Generative AI platform
Be an early applicant
Generative AI platform
501-1000 employees
Be an early applicant
$80-95k
501-1000 employees
Company mission
To help people break through writer's block to finally get their content done.
Role
Who you are
- Bachelor's degree in Business, Marketing, or related field
- 1-2 years of experience in B2B SaaS
- Strong analytical skills and experience with data-driven insights
- Proven track record of developing successful digital communication strategies
- Excellent communication and interpersonal skills
- Passionate about creating exceptional customer experiences
- Willingness to adapt and learn new technologies quickly
- High level of organization and ability to manage multiple tasks simultaneously
- Customer Journey Mapping: Expert in creating detailed, data-driven journey maps
- Data Analysis: Ability to extract insights from complex customer data sets
- Project Management: Experience leading CX improvement initiatives from conception to implementation
- Stakeholder Management: Skilled at collaborating with diverse teams and influencing decision-makers
- Strategic Thinking: Capacity to develop long-term CX strategies aligned with business goals
What the job involves
- We are seeking an experienced and passionate Customer Experience Manager to join our Customer Experience team.
- This pivotal role is designed to redefine customer engagement through the strategic use of technology and data-driven insights, as well as personal CSM touches to drive customer engagement and retention.
- As CXM, you will be responsible for a book of business of about 500-700 contracted business accounts
- You will analyze and contextualize our scale customer journey to craft proactive digital communication strategies that enhance the customer experience, increase gross and net retention, and drive real customer success at scale
- This fully remote role reports to the Director of Customer Experience and is open to candidates anywhere in the continental US
- Analyze Customer Journeys: Leverage data analytics to deeply understand and map out customer journeys, identifying key touch points and opportunities for improvement
- Execute On-Demand/Virtual Communications: Use automation and systems to interact regularly with customers at every stage of their lifecycle, from onboard to renewal
- Develop Digital Communication Strategies: Build and implement proactive communication plans tailored to customer goals, using digital channels to enhance engagement and satisfaction
- Incorporate Automation: Seamlessly integrate automation into the customer engagement plan, ensuring customers feel valued and supported without constant direct communication
- Utilize Data-Driven Insights: Employ data to track key performance indicators (KPIs) and continuously refine strategies. Focus on Reach KPIs (e.g., delivery and open rates), Effect KPIs (e.g., NPS, CSAT), ROI KPIs (e.g., churn rate, renewal rate), and Process KPIs (e.g., customer health scores)
- Lead Working Sessions: Instill confidence in our customers through efficiency training of our product
- Balance Technology and Human Touch: Combine the efficiency of tech-touch strategies with personalized human interactions to maximize customer engagement and satisfaction
- Assist the CX Renewals Team: Attend and participate in customer renewal conversations to drive vision and further engagement
- Assist Customer Experience Lead: For specialized projects, current process improvements
Our take
Jasper allows enterprises to create written copy and content quickly for a range of purposes, from SEO rankings to ad conversions and social media posts across a growing list of languages.
While AI has been going mainstream across many industries, its use in creative content production, rather than content analysis, has largely been met with doubt. Jasper is attempting to up the standards with its writing assistant, which can generate original long or short form content based on a short brief.
With over 100,000 customers, Jasper is used by a number of high-profile companies such as Google, IBM, and Airbnb. While ChatGPT has been dominating the news space surrounding generative AI, it has significant limits resulting from overburdened servers and a long waitlist to use the product - whereas JasperAI provides faster results and is readily available. The company is well set to see further growth as it rides the rising popularity wave of generative AI.
Kirsty
Company Specialist
Insights
211% employee growth in 12 months
Company
Funding (1 round)
Oct 2022
$125m
SERIES A
Total funding: $125m
Company benefits
- Unlimited Paid Time Off
- 401(K) Matching
- 100% Employer Paid Medical, Dental and Vision Insurance
- Happy Hours & Fun Events
- Paid Holiday & Sick Days
- Paid Parental Leave
- Full-time employees receives a monthly stipend to support their version of self-care & wellness
Company values
- Be customer obsessed - We prioritize our customers' needs by keeping them at the center of our decision making. When our customers win, we win
- Own it - Take initiative and accountability! We believe in celebrating our wins and owning our failures, because that's where true growth happens.
- Be scrappy - Problem solve, be resourceful and creative. Always look for ways to improve and get ahead
- Be a team player - We believe the best outcomes are achieved through collaboration. We are committed to respecting each others ideas and being resources for our teammates when asked for help
Company HQ
Treemont, Austin, TX
Articles
Leadership
Dave Rogenmoser
(Co-founder, CEO)Prior to Jasper, was CEO of Proof, a web personalization platform, which was founded with Jasper co-founder Chris Hull. Previously co-founded RedWood Recruiting.
Chris Hull
(Co-founder)Before co-founding Jasper, was on the founding teams at web personalization platform Proof, as well as Pinpoint PT, a reference tool for physical therapists and DPT students.
JP Morgan
(Co-founder, CTO)Was a co-founding CTO of of Proof alongside Chris Hull and Dave Rogenmoser. Previously co-founded and was CTO of online invoicing platform Payfunnels.
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