Location: Remote (U.S. time zones)
Team: Customer Experience
Reports to: VP of Customer Experience
Cheqroom is looking for a hands-on, customer-obsessed Customer Experience Manager who will own the support experience and nurture customer success across support, onboarding, adoption, and relationship management.
You’ll be the go-to for a defined set of U.S. customers—owning communication, issue resolution, account health, and long-term value delivery. This role blends reactive support execution with proactive customer engagement, all within a structured, scalable CX model.
If you thrive on solving problems, connecting with customers, and driving measurable outcomes, this role is for you.
🎯 What You’ll DoSupport Execution & Ownership: Lead and resolve customer support inquiries across chat, email, and ticketing tools with speed, accuracy, and empathy.
Troubleshoot & Escalate: Investigate product issues by understanding workflows and configurations; partner with Product and Engineering to move things forward.
Customer Portfolio Management: Serve as the named Customer Experience Manager for a select book of customers, building trust and ensuring continuity.
Onboarding & Adoption: Support onboarding activities, guide configuration, and educate customers on best practices to drive successful adoption.
Proactive Engagement: Identify usage gaps and friction points; reach out to help customers get more value from Cheqroom.
Monitor Health & Risk: Track customer sentiment and product usage to spot risks early and act before they escalate.
Documentation & Knowledge Sharing: Keep CRM and support systems up to date and help improve internal and public knowledge resources.
Cross-Functional Collaboration: Bring customer insights to Product, Engineering, Sales, and CX leadership to shape prioritization and improvements.
CX & Support Mindset: 3+ years in B2B SaaS support, success, or experience roles with a strong service mindset.
Customer Ownership: You manage relationships with care, clarity, and accountability.
Problem Solver: You get excited about diagnosing issues and finding solutions.
Strong Communicator: You write and speak clearly, with a knack for calming frustrated customers and explaining technical concepts simply.
Organizer & Prioritizer: You balance reactive support with proactive engagement without losing your cool.
Collaborative: You enjoy partnering across teams to improve outcomes and scale best practices.
Process-Driven: Detail matters—you document things well and help make processes better for everyone.
Experience: 3–5 years in Customer Support/Customer Experience/Success within a B2B SaaS environment.
Tools: Familiarity with CRM (HubSpot or similar), help desk systems, and live chat tools.
Data Awareness: Comfort with basic product usage signals and customer health data.
Operational Excellence: You’ve operated effectively in a fast-growing company and you thrive in a scaling environment.
A high-impact role where you’ll truly own your work and influence customer success
A customer-centric team that values empathy, clarity, and getting things done
Remote-first culture with flexibility and trust
Opportunities to learn, grow, and innovate
Generous Paid Time Off (PTO) and company holidays
Competitive salary and performance incentives
Access to continuous professional development
Apply now and help us make Cheqroom the best experience for our customers.
Top Skills
What We Do
CHEQROOM is the #1 equipment software for makers on the go.
You're probably wondering what that means. Let's think about what needs to happen to make your favorite Netflix series. Someone had to film the guy with the octopus with the correct gear, right? Or imagine bringing a broken lens when you need to film the scene where the octopus is getting chased. That won't be good for your credibility. Our mission here is to let makers make. This means that we connect the dots between people and equipment to help organizations track, analyze and make the right decisions when it comes to their equipment. We give users full visibility of their frequently moving expensive equipment and provide insight into the usage & condition of all their items.
Why Work With Us
We could start off by writing that life at CHEQROOM is all about mixing work and fun, that we are a group of enthusiastic people working in a supercool industry on a product we all love. But that wouldn't differ too much from what other companies are claiming right? So, we decided to just show you...
https://www.youtube.com/watch?v=7jVlBnv113c&t=4s
