The Customer Experience & Communications Manager will lead the Customer Experience team, strengthening Libryo’s ability to deliver an exceptional, consistent, and scalable experience for every customer
Job Summary
The Customer Experience & Communications Manager will lead the Customer Experience team, strengthening Libryo’s ability to deliver an exceptional, consistent, and scalable experience for every customer.
This role will drive retention and growth by gathering and acting on Voice of the Customer insights, enhance operational efficiency through excellent support and self-service tools, and elevate brand value communication.
Key responsibilities include championing the customer voice, owning the end-to-end support experience, and supporting sales and customer success teams in articulating Libryo’s value.
Matching Summary
The Customer Experience & Communications Manager will lead the Customer Experience team, strengthening Libryo’s ability to deliver an exceptional, consistent, and scalable experience for every customer.
Skills & Requirements
Must-have
Customer Experience leadership
Voice of the Customer analysis
Customer support excellence
Cross-functional team alignment
B2B SaaS customer engagement
Nice-to-have
Empathy-driven approach
Storytelling skills
Systems thinking
Legal tech background
Key Requirements
6+ years in customer experience, customer success, or support leadership
Bachelor's degree
Proven ability to lead cross-functional initiatives
Experience with support automation and scalable CX tooling