📢 We are continuously seeking talented professionals for future opportunities across our organization. While there may not be an immediate opening available at the time of your application, we encourage you to apply if your skills and experience align with this role. Applicants will be considered for current and future positions as business needs evolve.

Senior Customer Experience Manager

📍 Costa Rica | 🌐 Remote

About the Role

As a Senior Customer Experience Manager at Hyland, you'll be at the heart of how we listen to, learn from, and act on customer feedback. You'll support the execution and continuous improvement of Hyland's Voice of Customer (VoC) programs — managing feedback initiatives across the customer lifecycle, coordinating survey programs, and partnering cross-functionally to turn insights into meaningful action. This is a hands-on, detail-oriented role for a program-minded professional who thrives on reliable delivery, strong stakeholder relationships, and making a tangible impact on the customer experience.

Your Role Responsibilities – Here's What You'll Do

• Plan, configure, launch, and monitor assigned customer feedback programs including NPS, CSAT, Ease of Doing Business, partner feedback, and targeted product or journey surveys; administer assigned activities within Qualtrics or comparable feedback platforms, including survey setup, logic, contact lists, distribution schedules, and reporting.
• Prepare recurring VoC reporting including survey results, response trends, customer comments, themes, and segment-level findings; conduct descriptive analysis of survey data and qualitative feedback, and partner with the CX Data Analyst to validate data, investigate trends, and develop dashboards or reporting enhancements.
• Coordinate the closed-loop feedback process by routing customer feedback to accountable teams, tracking follow-up activity, supporting action-planning meetings, maintaining action trackers, and flagging overdue or blocked actions to the CX leader.
• Support the operation of a consistent product-feedback process by gathering and organizing feedback from VoC programs, surveys, customer-facing teams, and community channels; prepare customer feedback summaries and supporting evidence for Product stakeholders including recurring themes, customer examples, and relevant survey findings.
• Organize and maintain qualitative feedback from customer interviews, advisory boards, focus groups, and churn or exit feedback; apply established categorization and tagging standards and support the synthesis of qualitative and quantitative feedback to identify recurring customer themes and experience gaps.
• Develop and maintain practical guides, templates, and communications that support customer-facing teams in understanding survey programs and feedback-management expectations; identify opportunities to improve program workflows, reporting efficiency, and survey operations.

Role Essentials

You'll need these skills to hit the ground running:

• 3+ years of program management, operations, customer experience, or related experience, with 2+ years specifically supporting customer-feedback, survey, or customer-experience programs in a B2B software or SaaS environment.
• Hands-on experience with Qualtrics or a comparable survey or experience-management platform, including survey setup, logic, contact lists, distribution schedules, reporting, and basic platform troubleshooting.
• Familiarity with NPS, CSAT, CES/Ease of Doing Business, customer health, retention, and feedback-management practices, with the ability to analyze survey results and qualitative feedback, identify patterns, and communicate findings clearly to diverse audiences.
• Experience coordinating multiple workstreams, deadlines, stakeholders, and dependencies; strong written communication, organization, attention to detail, and follow-through with the ability to present confidently to stakeholders at all levels.
• Proficiency in Power BI, Excel, Gainsight, Salesforce, or comparable reporting and customer-data tools, with the ability to collaborate effectively across Product, Customer Success, Sales, Support, and Operations stakeholder groups.

What We'd Like to See

These will help you stand out:

• Demonstrated experience using Power BI, Excel, Gainsight, Salesforce, or comparable reporting and customer-data tools to support VoC analysis and deliver stakeholder-ready reporting.
• Experience supporting closed-loop feedback, action tracking, customer journey mapping, or product-feedback processes in a cross-functional B2B environment.
• Experience working with qualitative customer feedback, including customer interviews, focus groups, advisory boards, or churn and exit feedback programs.
• Demonstrated ability to translate complex feedback data into clear, concise findings and actionable recommendations appropriate for both operational and executive-level stakeholders.
• Bachelor's degree in Business, Marketing, Psychology, Data Analytics, Communications, or a related field, or equivalent practical experience sufficient to successfully perform the principal duties of the role.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved. Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work. The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.