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Senior Customer Experience Manager



Customer Service
Indianapolis, IN, USA
Posted on Tuesday, April 25, 2023

As the leading Strategic Planning Platform, Elate helps companies connect long-term vision with tactical execution in a simple, intuitive way. Built by Strategy and Operations Leader for Strategy and Operations Leaders, Elate is redefining the way companies go about strategic planning by simplifying the experience for employees and surfacing proactive insights that elevate the results of strategic initiatives in a measurable way. 

With world-class investors and a year of exponential growth, Elate is poised to take this success to the next level in 2023. Companies are continuing to invest earlier and more aggressively into Strategy & Operations teams, and this shift isn't slowing down any time soon. We are now seeking the right individuals to help take advantage of this exciting opportunity that lies ahead.

Elate is looking for a Senior Customer Experience Manager (Sr. CXM) to serve as a strategic partner for customers by amplifying the impact of their operating priorities, identifying and closing expansion opportunities, and owning the relationship with key stakeholders. As a Sr. CXM, you will work closely with Strategy and Operations Leaders  to help execute their company’s strategic plan. While you aren’t expected to be a Strategic Planning expert, a desire to learn about the Strategic Planning process and understand how it connects into our product is important. Team members will become Elate product experts, and understand how the solution can help drive alignment and execution. From sharing best practices and customer stories to developing key relationships with users and decision makers, you will be a critical part for how we serve our customers. 

Joining as one of the early Customer Experience hires at Elate, this role will be foundational in setting the direction for the Customer Experience team. This position will be asked to work across multiple teams within the organization, and work closely with the COO to continue building out the Customer Experience department. 

As an early team member, you will have a front row seat into building a venture-backed software company, as well as the opportunity to earn leadership opportunities as the team grows. 

With aggressive growth goals and the best platform built for Strategy and Operations leaders, there are limitless opportunities for personal and professional growth. We are looking for candidates with a desire to grow fast and be a part of the incredible team we are building.

What to Expect

Lead Customer Experience Efforts | From managing relationships with customers and renewal process to closing upsell opportunities, you will be working with Customers from day one on the Elate platform.

Develop Customer Enablement Plans | Partnering alongside the COO and Product team, you will be helping to build the enablement plan to ensure customers’ ongoing success. 

Build Trust and Provide Value to Customers | Identify key customer pains and acquire product knowledge to illustrate to customers how Elate can serve as the strategic planning platform to help strategy and operations leaders more effectively execute their strategic plan and build their dream company. 

Set up Customers for Success | A willingness to establish a great rapport with customers from the onset and ensure a seamless handoff from sales to Customer Success.  

High-Energy Team Environment | Collaborate with the rest of the Customer Experience team to develop world-class processes and best practices for delivering success to customers.

What We Are Looking For

- Ability to understand customer business and product challenges and proactively provide solutions that help guide them to success.

- Relationally focused to be able to develop, grow, and maintain strong connections with your customer's champions and key stakeholders.

- Amazing listening skills to uncover customer needs through leading with empathy and great communication skills. 

- Desire and propensity to learn about the Strategic Planning process and share best practices with customers.

- Extreme ownership in your work and a continuous drive for improvement. 

- Fail fast mentality. Not afraid to take risks and move forward.

- Ability to properly set and deliver on expectations.

- Comfortable in a rapidly-changing, fast-paced environment.

- Strong leadership skills that are fundamental in building our Customer Success team and processes.

- Naturally curious and driven to solve unique challenges.

- Constantly seeking self and team improvement.

- Desire to work in a high-energy environment.

- Entrepreneurial mindset to thrive in situations without all the answers.


3+ years experience in a Customer Success or Customer-facing role, with a record of working with larger, strategic accounts as a plus.

Successful track record of managing a book of business and overseeing the renewal process. 

Experience at an early stage start up with a product disrupting an entire market. (Preferred, not required)

Knowledge of the latest trends in software, as well as past experience in strategy or operations. (Preferred, not required)

Elate Benefits 

Generous Equity Compensation - you’ll be an owner in the business from an early stage

Unlimited, Flexible PTO

Time to Recharge (One week summer break, one week winter break, and unlimited PTO)

Remote / In-Office Hybrid Position

Health Care Plan (Medical, Dental, Vision) 

Company Issued MacBook

If this describes you, and you are eager to embrace change and aggressive growth, then we are looking forward to meeting you. 

Elate is committed to continually encouraging and supporting diversity in our workforce. We welcome any and all individuals who will challenge our norms and help us think differently. If you believe you would be a good fit for this position, reach out to a member of our team to apply at careers@goelate.com. Please send us your resume in that email.