Overview

Customer Experience and Communications Manager – Hybrid location. Hours: 8:30 – 17:00 (in Candidate’s time zone). Compensation: Competitive salary based on experience (discussed during interview).Company: Libryo, an ERM (Environmental Resources Management) Group Company, a compliance platform that helps global organizations understand and meet Environmental, Health, and Safety (EHS) regulatory obligations. Libryo has been empowering thousands of users since 2016 to improve their ESG (Environmental, Social, and Governance) performance. As part of ERM, the world’s largest pure-play sustainability consultancy, we are committed to helping organizations contribute to a more just and sustainable world.

Key Responsibilities

Customer Engagement and Voice of the Customer (VoC): champion the customer voice across the business to help Libryo evolve to meet user needs.

Feedback Loop Design: create and manage surveys (NPS, onboarding, quarterly touchpoints), in-product feedback prompts, and QBR feedback requests.

Insight to Action: analyze feedback (qualitative + quantitative) and partner with Customer Intelligence to identify trends and propose improvements to experience or product.

Customer Webinars and Listening Sessions: host regular engagements to surface pain points, validate roadmap ideas, and gather success stories.

Customer Journey Mapping: audit and document end-to-end user journeys, highlight friction points, and prioritize improvements aligned to customer tier (Enterprise, A–D, SMB).

Success Definition: help define success outcomes per customer profile, ensuring feedback mechanisms align with real-world usage and impact.

Customer Support Excellence: own the end-to-end support experience with timely, high-quality, scalable assistance.

Live Chat and Ticket Support: oversee frontline support delivery and continuous improvement — ensure SLAs are met and tickets resolved to a high standard.

Knowledge Base and Tutorials: maintain an up-to-date help center with searchable, relevant content, tutorials, and walkthroughs.

Self-Service Enablement: drive in-platform guidance (tooltips, checklists, onboarding flows) via tools like Stonly, Pendo, or Intercom.

Support Insights and Reporting: monitor support metrics (first response time, CSAT, ticket deflection, common issues) and drive performance.

Internal Support Readiness: collaborate with CSMs and Product to create internal FAQs and readiness plans for feature rollouts and major changes.

Growth Enablement and Communications: support Sales and Customer Success to articulate Libryo’s value clearly at every touchpoint.

Sales and Success Collateral: create and maintain polished customer-facing materials (case studies, journey visuals, decks, one-pagers) tailored to stakeholder profiles and verticals.

Stakeholder Communications: design email sequences, tailored campaigns, post-onboarding check-ins, and feature announcements for enterprise buyers, consultants, and platform users.

Trial, Onboarding, and Webinar Materials: collaborate with CSMs and Growth to deliver structured onboarding experiences through training decks, product walk-throughs, and webinars.

User Training and Enablement: manage creation and distribution of self-serve resources across tiers in line with Libryo’s training strategy.

Key Success Metrics

CSAT and NPS growth

Reduction in time-to-resolution and escalations

Increased feature adoption and usage

Higher onboarding satisfaction scores

Improved renewal likelihood and customer health scores

Internal Relationships

Reports to: Head of Customer Success

Key collaborators: Customer Intelligence, Product, Regulatory Support, Growth/Sales

Indirect influence: Support team members, Customer Success Managers, Implementation Team

Tools and Systems

Support: Hubspot, Clickup

Feedback: HubSpot

Analytics: PowerBI, HubSpot, my.libryo, Libryo insights, Clickup

Comms and Enablement: Hubspot

Candidate Profile

Must-have:

5+ years in customer experience, customer success, or support leadership in B2B SaaS

Proven ability to lead cross-functional customer-facing initiatives

Exceptional written communication and storytelling skills

Empathy-driven but data-informed approach

Systems thinker with attention to executional detail

Nice-to-have:

Background in legal tech or regulatory platforms

Experience with support automation and scalable CX tooling

Familiarity with GDPR-compliant CX workflows

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Marketing and Sales

Industries

Environmental Services

Civil Engineering

Oil and Gas

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