Customer Experience Generalist at Expensify

📋 Description

• Oversee a portfolio of high-value enterprise customers.
• Lead and coach a pod of frontline support agents.
• Champion cross-functional requests, securing engineering resources for SMB customers.
• Develop churn mitigation strategies to improve retention.
• Engage key contacts via chat and calls; upsell feature adoption.
• Triage bugs and relay customer feedback to product and engineering.

🎯 Requirements

• 3+ years in SaaS B2B environments with account management.
• Proven retention, adoption, and expansion metrics.
• Experience with complex B2B software serving enterprise or international customers.
• Strong written communication for customer docs and internal technical cases.
• Ability to advocate for product, engineering and design resources across teams.
• Desirable: coaching/mentoring; HubSpot/CRM familiarity; troubleshooting APIs.

🎁 Benefits

• 401k with employer match.
• 100% Medical, Dental, Mental Health, and Vision coverage.
• $20k family planning benefit through Carrot.
• $5k relocation reimbursement for SF/Portland.
• Up to three months parental leave (six months for birthing).
• Commuter benefits and flexible vacation policy.