Senior Manager, Customer Experience & Enablement

THE ROLE

Quince’s B2B team is building a world-class customer experience to match the quality, value, and ambition of our products. We’re seeking a Senior Manager, Customer Experience & Enablement (B2B) to own and scale our Project Management function while building the enablement systems that allow our team to deliver consistent, high-impact service at scale.

This role will lead our Project Management organization, manage and develop a growing team of Team Leads and Project Managers, and be accountable for delivering exceptional outcomes including 4.8+ CSAT, same-day responsiveness, and operational consistency as the business scales from 8 to 9 figures in revenue.

This is a highly hands-on role with both strategic and operational ownership. You will define how customer experience is delivered at scale by building the playbooks, training, tooling, and performance frameworks that allow teams to execute with precision—without sacrificing quality. You will report to the GM of the B2B business and partner closely with Sales, Operations, Product, Engineering, Supply Chain, and our CRM team.

This role is ideal for a builder-leader who thrives in ambiguity, sets a high bar for service excellence, and knows how to translate customer expectations into repeatable team execution through strong enablement.

What You’ll Work On

CX & Project Management Leadership

• Lead and scale the B2B Project Management organization, growing the team from ~6 to 20+ FTEs as the business scales.

• Develop a rigorous, flexible headcount and capacity forecast that accounts for projects of varying complexity.

• Own end-to-end customer experience outcomes, including CSAT (4.8+), SLAs, responsiveness, and escalation resolution.

• Design and implement the operating model for customer experience and project execution at scale.

• Serve as the escalation owner for complex, high-impact customer issues, stepping in directly when needed.

• Partner with Sales on customer handoffs and expectation-setting to ensure smooth post-close transitions.

• Collaborate cross-functionally to proactively identify risks and resolve issues before they impact customers.

Enablement, Training & Quality at Scale

• Design and own onboarding and training programs that ramp new Project Managers quickly while maintaining a high quality bar.

• Build and maintain CX and Project Management playbooks, templates, SOPs, macros, and automated responses with a unified, clear voice.

• Translate process, tooling, and policy changes into clear, digestible enablement that improves execution and SLA adherence.

• Establish role-based success behaviors and quality standards for Project Managers and Team Leads.

• Create manager enablement toolkits (coaching guides, performance templates, calibration frameworks) to drive accountability and consistency.

• Own knowledge management governance, including internal agent-facing documentation and external customer-facing FAQs to reduce contact rate.

• Leverage AI, automation, and tooling to improve speed to competency, reduce cognitive load, and increase CX efficiency.

Performance Management & Continuous Improvement

• Establish and operationalize performance metrics, dashboards, and reporting tied to CX outcomes and team effectiveness.

• Create feedback loops that connect CSAT, QA, and customer insights to process, training, and tooling improvements.

• Ensure teams understand how their work impacts key outcomes like contact reduction, execution accuracy, and customer satisfaction.

• Relentlessly simplify and streamline processes, reducing touchpoints per interaction without compromising service quality.

• Identify gaps in systems or tooling and partner with Product and Engineering to deliver scalable solutions.

What You’ll Do

• Hire, lead, coach, and develop a team of Project Managers and Team Leads, setting clear expectations, growth paths, and accountability.

• Define and operationalize CX standards, including SLAs, communication cadences, escalation protocols, and quality benchmarks.

• Own CSAT measurement and feedback mechanisms, translating insights into actionable improvements.

• Ensure same-day responsiveness across customer touchpoints through thoughtful workflow design and coverage models.

• Design and maintain onboarding, training, and certification programs that support rapid scaling.

• Build internal and external documentation that enables both customers and teams to self-serve effectively.

• Act as a hands-on leader during periods of peak demand, ambiguity, or critical escalations—modeling excellence in execution.

What We’re Looking For

• 8–12+ years of experience in customer experience, customer success, operations, enablement, or project management in a high-growth environment with high-profile or complex clients.

• Proven experience leading and scaling 20+ person customer-facing teams, including managing managers or senior ICs.

• Strong track record of owning CSAT, SLAs, or customer satisfaction metrics in $100M+ businesses.

• Demonstrated ability to build enablement systems (onboarding, training, QA, knowledge management) that drive consistent performance at scale.

• Highly operational mindset—you can design processes, define standards, and ensure execution with minimal oversight.

• Technically fluent and tool-savvy; strong experience with HubSpot, Slack, Replit, dashboards, automation, and AI-driven workflows.

• Exceptional people leader with experience hiring, coaching, and developing high-performing teams.

• Excellent written and verbal communication skills; client-facing writing clarity is a must.

• Comfortable thriving in ambiguity and building structure where none exists.

• Strong cross-functional partner who can influence without formal authority.

• Bias toward action, ownership, and continuous improvement—you run toward customer problems, not away from them.