Customer Experience Specialist

The Mission

Our customers’ success is your North Star. Once a deal is signed, you take the baton to ensure the onboarding is seamless, the product is adopted, and the value is realized. Your goal is simple: zero churn and identified growth opportunities.

Your Role & Impact

As a Customer Experience Specialist, you will work end-to-end across the pipeline, with

responsibilities that include:

● Partnering with Sales on qualified leads, helping shape early conversations and

solution positioning

● Leading enterprise pilots, ensuring clarity of scope, success criteria, and measurable

outcomes.

● Acting as the primary owner of the customer relationship post-pilot, driving adoption,

value realization, and renewals

● Identifying and unlocking upsell and expansion opportunities in collaboration with

Sales

● Serving as the voice of the customer internally, influencing product priorities and

go-to-market strategy

This is a customer-facing, growth-oriented role that blends strategic account

management, solution leadership, and consultative selling — with a strong focus on long-term

value rather than short-term execution.

Why This Role Matters

At Connected-Stories, we help enterprise customers adopt AI-native creative workflows through any digital surface.

This requires more than delivery: it requires guidance, credibility, and commercial acumen.

Your experience and sales-focused mindset are exactly what we need to turn pilots into durable,

multi-year relationships.

You will work closely with Product, Sales, and Operations, and you’ll have real ownership over

outcomes — customer success, revenue growth, and strategic partnerships.

Key Responsibilities

• Onboarding:
  Lead the post-sale implementation process to get customers to their “Aha!” moment quickly.
• Health Monitoring:
  Proactively check in with accounts to prevent friction before it leads to churn.
• Retention & Renewals:
  Own the renewal cycle and ensure we maintain a high Net Revenue Retention (NRR).
• Feedback Loop:
  Act as the voice of the customer for the product team, distilling user pain points into actionable insights.

Background Required

• 3+ Years B2B SaaS Experience:
  Must fluently speak the language of MRR, Churn, and NRR; no “learning on the job” for basic software metrics.
• AI-Native Expertise:
  Mandatory experience at a company where
  GenAI
  was the core value prop (not just an added “AI chatbot” feature).
• Technical Troubleshooting:
  Ability to diagnose “why” an output failed—distinguishing between user interaction errors, experimentation vs. what’s already possible at the moment, etc. An Agent Whisperer in short!
• Behavioral Change Coach:
  Proven track record of moving users from old manual workflows to new, AI-driven processes.
• Expansion Mindset:
  Skilled at identifying high-usage patterns in data to tee up upsell opportunities for the Partnerships lead.
• Product Feedback Loop:
  Ability to translate “hallucinations” or user friction into valuable insights to product management and the engineering team.

About Connected-Stories:

Connected-Stories is an AI-native Creative Management Platform (CMP) designed to revolutionize how brands develop, manage, and orchestrate personalized advertising and marketing content at scale.