Customer Experience Manager

The role

We're looking for a Customer Experience Manager who loves working with customers, understands SaaS products, and can turn customer conversations into meaningful product and business outcomes.

This role sits at the intersection of Customers, Product, and Business. You'll work closely with our product and customer teams to help customers get more value from our products, while bringing their feedback back into the company.

This is a full-time role based in Chennai. You'll work from our office at least three days a week.

What you'll do

• Build strong relationships with customers and become someone they can rely on
• Proactively reach out to customers to understand their goals, challenges, and product needs
• Help customers get more value from our products and identify opportunities to improve their experience
• Handle customer conversations thoughtfully, especially when things don't go as expected
• Represent the customer's voice internally and make sure important feedback reaches the right teams
• Own key customer experience metrics including product usage, conversion, and retention
• Identify customers who may need additional guidance or support and proactively engage with them
• Help customers discover relevant features, workflows, and use cases
• Work with the Product team to identify patterns in customer feedback and opportunities for improvement
• Collect and organize customer feedback through FeatureOS and other customer channels
• Conduct product demos for prospective and existing customers
• Understand a customer's needs and tailor demos around their use cases rather than simply walking through features
• Create short product recordings, walkthroughs, and how-to videos to help customers understand and adopt our products
• Help build and maintain customer-facing product resources, guides, and documentation
• Develop a strong understanding of Skcript's products, customers, and internal processes
• Share customer insights with Product and help identify recurring problems and opportunities
• Help improve our knowledge base by writing, rewriting, and updating articles based on what customers actually need
• Participate in product discussions and bring the customer's perspective into product decisions
• Work across teams to simplify and improve the overall customer journey

Who we're looking for

• At least 1 year of experience working in a SaaS company, preferably in a customer-facing role
• Strong understanding of SaaS products, customers, and how SaaS businesses work
• Excellent written and verbal communication skills in English
• Confident speaking with customers over the phone and conducting product demos
• Ability to understand a customer's problem, ask the right questions, and explain solutions clearly
• Strong problem-solving skills and the ability to stay calm and think clearly in difficult situations
• A genuine interest in helping customers succeed — not just resolving tickets
• Ability to work closely with Product, Engineering, Sales, and other teams
• Willingness to work at least 3 days a week from our Chennai office

You'll stand out if you have experience managing SaaS customers, conducting product demos or onboarding, creating product walkthroughs or Loom-style recordings, working with customer feedback or product teams, or using tools such as Zendesk, Intercom, HubSpot, or Salesforce.

If you enjoy talking to people, solving problems, learning products deeply, and making things better, we'd love to hear from you.

Why this role matters

At Skcript, you'll work across Customer Experience, Product, and Business rather than being restricted to a single function. You'll have the opportunity to understand how SaaS products are built, how customers use them, and how customer feedback can directly influence what gets built next.

Skcript is an equal opportunity employer.