Customer Experience Manager

April 23

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Primebase

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Primebase is an innovative software development company focused on building state-of-the-art solutions that help businesses reach their highest potential. With a dedicated expert team, Primebase offers optimum software services to meet diverse customer demands. The company operates on a global scale and continuously evolves its products to cater to an expanding user base worldwide.

11 - 50 employees

☁️ SaaS

📋 Description

• Develop and execute a customer experience strategy that aligns with PrimeBase’s mission, product roadmap, and growth objectives • Serve as the voice of the customer by gathering insights, identifying friction points, and leading initiatives to improve end-to-end experience • Manage the customer journey across onboarding, support, retention, and advocacy to ensure satisfaction and long-term engagement • Collaborate with product, support, marketing, and software development teams to embed customer-centric thinking into every process • Build and lead feedback systems that translate customer input into actionable insights for product and service enhancements • Monitor customer satisfaction metrics (CSAT, NPS, churn, etc.) and continuously refine strategies to boost performance • Design and oversee educational materials, FAQs, and support documentation to empower customers with self-service tools • Establish and scale customer success programs that deepen relationships and maximize user value • Lead conflict resolution with professionalism and empathy, always striving for timely and meaningful resolutions

🎯 Requirements

• Bachelor’s degree in Business, Communications, or related field • Minimum 8 years of experience in customer success, support, or experience management • Background in technology or ecommerce industries • Proven track record of improving customer satisfaction and driving long-term customer retention • Strong communication, problem-solving, and interpersonal skills with a proactive and solution-oriented mindset • Experience with customer journey mapping, user feedback loops, and CX metrics • Familiarity with support platforms and CRM tools • Fluency in both English and Turkish, with excellent verbal and written communication skills • Master’s degree in Customer Experience, Business Administration, or related field (preferred) • Certifications in customer success, experience design, or CX strategy (e.g., CCXP, CSM) (preferred) • Background in UX/UI collaboration or service design (preferred) • Experience managing CX in global and remote-first teams (preferred) • Passion for human-centered design and continuous improvement (preferred)