Manager - Customer Experience

Darwinbox is the fastest-growing HR technology platform, designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation. We are the preferred choice of 900+ global enterprises to manage their 2.5 million+ employees across 116+ countries.

Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: DP World, Masafi, DIFC, Abu Dhabi Department of Finance, Nivea, Starbucks, Swiggy, DLF, Crisil, CRED, Vedanta, Mahindra, Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS Facilities Management, VNG Corporation, and many more.

Our vision of building a world-class product company from Asia is backed by marquee global investors like Microsoft, Salesforce, Sequoia Capital, and Lightspeed Venture Partners.

About The Role
This role owns how customers experience Darwinbox across their entire journey with us, from the day they go live to the years they spend growing on the platform. It owns the moments that make them stay, the programs that turn the best of them into our strongest champions, and the community that gives every HR leader in our base a reason to learn, share, and belong.

You will run customer experience and advocacy as a function, with programs, metrics, and a lean, customer-obsessed team. The mission is simple: make every customer’s journey with Darwinbox worth talking about, and build a community of HR leaders who genuinely want to be part of what we are building together.

What You Will Do
Craft the customer journey end-to-end

• Map the moments that matter across the lifecycle and design experiences that elevate each one: go-live, first quarter, anniversaries, growth conversations
• Set the global standard for how customers are welcomed, kept informed, recognized, and grown across all four regions
  
  

Run the customer advocacy program end-to-end

• Build and maintain a tiered advocate base across all four regions, segmented by industry, deal size, and willingness to engage
• Deliver a steady supply of references, case studies, video stories, analyst conversations, and speaker nominations
• Set quarterly targets for advocate recruitment, activation, and retention, and report against them
  
  

Build and operate the customer community

• Take the existing customer portal from a content destination to an active community: peer discussions, regional chapters, user groups, customer awards
  
  

Plan and execute the annual customer summit and regional in-person events Define and report community health metrics: active users, contribution rate, event participation, repeat engagement

Help customers get more out of Darwinbox

• Partner with Product Marketing to ensure every meaningful release reaches the right customer segments
• Use the customer portal as the primary channel for product education, with measurable targets on feature awareness and adoption
• Close the gap between what Darwinbox offers and what customers are actively using
  
  

Grow customer value over time

• Partner with CS and Sales to surface where Darwinbox can serve customers more deeply
• Build referral mechanics: peer-to-peer introductions, customer voices at evaluation stage, advocacy in competitive moments
• Deliver a quarterly target of marketing-sourced expansion and referral pipeline
  
  

What You Will Be Measured On
Outcome Metric

Customer Advocacy Active advocates by tier and region; references delivered per quarter

Community Engagement Active users on portal, contribution rate, event attendance, repeat participation

Customer Value Growth Marketing-sourced expansion and referral pipeline

What we are looking for

Experience

• 9–12 years in customer marketing, customer advocacy, community, or customer experience roles
• Built or scaled an advocacy program, user community, or customer reference program for an enterprise B2B company (SaaS strongly preferred)
• Operated across multiple geographies, not just one home market
• Carried a pipeline or revenue number tied to customer programs
• Led a lean team (1–3 reports)
  
  

Capabilities

• Strong program management. You can run multiple workstreams across regions without dropping
• Comfortable with data: cohort tracking, pipeline reporting, community analytics
• Stakeholder management with senior CS, Sales, and Product leaders
• Sharp written and verbal communication, especially with senior customer audiences What we hope you bring
• A belief that customer experience is where brands are really built
• A bias for building something customers love, not just something they tolerate
• The instinct to ask ‘what’s in it for the customer?’ before ‘what’s in it for us?’

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