Senior Manager, Customer Experience

Join us at Gradient, where our purpose is to revolutionize home comfort while championing environmental sustainability. Our mission is to combat the escalating challenge of climate change by redefining how homes are heated and cooled. Today, the environmental impact of heating and cooling systems surpasses that of the entire transportation sector, and without intervention, this trend is set to escalate drastically. At Gradient, we believe that ensuring comfortable living spaces shouldn’t come at the cost of our planet. We envision a future where every individual can enjoy the luxury of a comfortable home without contributing to carbon emissions. Our high-efficiency, low-carbon heat pump is just the beginning of our journey toward fully decarbonizing buildings. By joining Gradient, you’ll be at the forefront of a movement to make sustainable living accessible to all, ensuring healthier communities and a brighter, greener future.

Are you a seasoned Customer Experience (CX) leader ready to make a significant impact? We're seeking a Senior Manager, CX to join our growing team. Reporting to the Director of CX, you'll be instrumental in shaping our customer journey, optimizing operations, and driving aggressive company growth. If you thrive on cross-functional collaboration and delivering a best-in-class customer experience, we want to hear from you.

This is a hybrid role based in the San Francisco Bay Area.

The estimated salary for this role is $120,000 to $160,000 USD per year + equity. An individual's compensation will vary on a number of factors including but not limited to geography, skills, education, experience and unique qualifications where applicable.

What You'll Do:

• Elevate Customer Satisfaction: Build and refine systems that foster trust, drive retention, and boost customer satisfaction through proactive engagement and data-driven insights.
• Scale Operations: Develop and implement strategies to ensure seamless large-scale product deployments and optimize customer support efficiency.
• Drive Strategic Growth: Partner with leadership to accelerate product deployment and establish best practices for customer onboarding and success.
• Innovate & Improve: Identify and implement process improvements, leverage customer feedback for product enhancements, and maintain data hygiene across all customer-facing systems.
• Lead & Collaborate: Mentor and develop a high-performing CX team, while fostering strong partnerships with Sales, Product, and Engineering to deliver exceptional customer outcomes.

What You'll Bring:

• 5-10 years of leadership experience in customer experience, operations, or support, ideally in hardware or cleantech.
• Proven ability to scale high-performing teams and achieve significant business results.
• A self-starter mindset with strong commercial acumen, comfortable navigating the intersection of hardware and software in a fast-paced startup.
• Exceptional organizational, analytical, and problem-solving skills with a data-driven approach.
• Excellent communication and interpersonal skills across all levels.
• Proficiency with CX tools like Zendesk, Salesforce, and project management software.
• Bachelor's degree or equivalent experience.

Benefits 

• Equity
• Medical/vision/dental/life/disability insurance
• 401k
• Paid parental leave
• Professional Development Stipend
• Commuter benefits
• Unlimited PTO 
• Relocation package ( out of state applicants only ) 

We are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Gradient is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or genetic information, in compliance with applicable federal, state and local law.