Manager, CX

The role

You will lead a vertical within the Customer Experience team as a player coach. You will lead Engagement Managers and own a personal book of business to drive retention, expansion, and customer outcomes.

What you will do

• Own team performance across net dollar retention, retention, adoption, and expansion
• Hire and onboard Engagement Managers as the team grows
• Lead implementations directly when needed
• Build and refine team playbooks across onboarding, account health, business reviews, escalations, and renewal readiness
• Coach Engagement Managers on financial modeling, implementation scoping, and working with CFOs and finance leaders
• Plan team capacity and account coverage as the book of business grows
• Partner with Sales on customer handoffs and with Product and Engineering as the voice of the customer
• Report on team performance, customer trends, and key risks to leadership

Required qualifications

• Track record in FP&A, strategic finance, or private equity, at a sponsor-backed company or on the fund side
• Proven people leadership, including hiring, coaching, and developing top performers
• Advanced modeling chops in Excel or Google Sheets
• Confidence engaging directly with clients, particularly CFOs and controllers
• A deep sense of ownership and the independence to thrive on a remote team

Nice to have

• Time at a high-growth startup
• A background running Implementation or Customer Success orgs at a planning, ERP, or other accounting software company
• Accountability for, or contributions to, a retention or NRR target

About the company

Aleph is an AI-native platform for Financial Planning & Analysis (FP&A). It was founded by Albert Gozzi and Santiago Perez De Rosso and is backed by top VCs.