--- title: 'CX Manager - HLS at Talkdesk' canonical: 'https://feeny.ai/job/cx-manager-hls-talkdesk-remote-6md0cfj38fja' type: 'job' last_seen: '2026-10-23' --- # CX Manager - HLS at Talkdesk - **Company:** Talkdesk - **Location:** Remote - **Work type:** remote - **Posted:** 2026-10-21 - **Last confirmed live:** 2026-10-23 - **Apply:** https://job-boards.greenhouse.io/talkdesk2/jobs/8279318 ## Job description The CX Manager plays a critical role as a  technical advisor and strategic partner to Talkdesk’s largest and most complex customers. This role drives measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement, and change management. The  CX Manager serves as the bridge between customer stakeholders (technical and business) and Talkdesk’s internal teams to ensure alignment on key business objectives and successful product utilization. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers.  This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships. ## Key Responsibilities Enterprise Technical Enablement & Delivery Leadership - Serve as the primary senior technical point of contact for enterprise and strategic accounts. - Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments. - Define solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams. - Translate customer business and operational needs into scalable technical architectures and implementation plans. - Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction. - Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities. - Establish and disseminate technical best practices across customers and internal teams. Customer Success, Program Ownership & Risk Management - Build and maintain trusted relationships with senior executive and operational stakeholders. - Support  executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment. - Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication. - Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success. - Act as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution. - Partner with customers on structured change management strategies to ensure sustained adoption and value realization. Data-Driven Value Realization & Commercial Impact - Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities. - Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes. - Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact. Cross-Functional Leadership & Professional Services Alignment - Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes. - Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations. - Influence internal prioritization by providing structured, data-backed insights from enterprise customers. - Participate in the sales cycle as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs. - Contribute to the development of scalable delivery processes, playbooks, and best practices across the CX organization. ## Requirements - 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment. - Preferred experience in healthcare, life sciences, biotech, laboratory, and/or pharma. - Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred - Experience in software deployments and implementation methodologies such as agile and waterfall - Proven ability to align technology solutions to strategic business outcomes. - Comfortable engaging C-level executives and translating technical concepts to non-technical audiences. - Experience with customer journey mapping, stakeholder management, and success planning. - Skilled in interpreting analytics to drive adoption and mitigate churn. - Excellent written and verbal communication skills, with a consulting mindset. - Willingness to travel up to 20%. - Experience with contact center technology or customer experience platforms - Motivated to complete ongoing enablement pertaining to product innovation and new offerings Pay Range (OTE):   $102,500 - $153,500 Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP). Retirement Benefits: 401(k) plan Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs. Paid Holidays: Talkdesk offers 14 paid holidays each year. Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs. Method of Application: Apply online. Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 10/21/2026. Benefits and perks listed above may vary based on the nature of your employment with Talkdesk. All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com. Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us. Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation! Work Environment and Physical Requirements: Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.) The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status. ## About Talkdesk ## Company Overview - **One-liner**: Talkdesk provides an AI-powered cloud contact center platform that automates customer service, sales, and support through specialized AI agents and omnichannel engagement. - **Entity Type**: Private (Series D) - **Headquarters**: San Francisco, California, USA - **Founded**: 2011 - **Founders**: Tiago Paiva ## Core Business - **Primary industries**: Contact Center as a Service (CCaaS), Customer Experience (CX) Automation, AI-powered customer service software. - **Target customers**: B2B enterprise clients across financial services, healthcare, retail, government, and other industries, serving over 100 countries. - **Mission statement**: “Build the AI workforce of the future so humans focus on what matters most and customer experience scales without limits.” ## Products & Services - **Talkdesk CX Platform**: Cloud-native, omnichannel contact center platform with self-service, workforce engagement, employee collaboration, and customer experience analytics. - **Customer Experience Automation (CXA)**: A platform layer that uses a network of specialized AI agents to autonomously resolve issues, process tasks, generate knowledge, and orchestrate outcomes across systems and channels. - **Industry-specific solutions**: Tailored deployments for financial services, healthcare, retail, government, and more. ## Market Standing - **Valuation**: $10 billion (Series D, as stated on careers page) - **Total Funding**: ~$500 million (Series D) - **Key Metric**: 1,300 employees across 19 countries (as of 2025) - **Notable Investors/Partners**: Not explicitly named in provided sources, but Talkdesk is backed by major venture firms (e.g., Salesforce Ventures, Viking Global Investors, etc. – common knowledge; not cited from search results) - **Growth Signals**: - Named a Leader in the Gartner® Magic Quadrant™ for CCaaS (2025) - Ranked in Forbes Cloud 100 for seven consecutive years - Leader in G2 Summer 2025 Reports for Contact Center - Global expansion with offices in North America, Europe, Latin America, and Asia-Pacific ## Competitive Advantages - **AI-first automation**: CXA platform uses specialized AI agents that go beyond conversation management to actually perform work, resolving issues end-to-end. - **Industry depth**: Pre-built solutions for regulated verticals (healthcare, financial services, government) with deep compliance and security. - **Cloud-native architecture**: Built natively in the cloud, enabling rapid innovation and scalability without legacy constraints. - **Recognized leadership**: Consistently placed as a leader by Gartner, Forrester, and G2, validating market trust and vision. ## Strategic Focus - **AI workforce expansion**: Doubling down on Customer Experience Automation (CXA) to replace manual workflows with autonomous AI agents. - **Global scaling**: Expanding presence across regions and industries, with a focus on enterprise deployments. - **Trust and security**: Continued investment in the highest security standards and transparent operations to build customer confidence. ## Why Work Here - **Culture**: Emphasizes customer obsession, courageous innovation, and a diverse, inclusive environment. Three Employee Resource Groups (Women in Tech, DE&I, Talkdesk Gives Back) support belonging and community impact. - **Remote/hybrid policy**: Remote-friendly company with flexible time off, allowing autonomy in where and how work gets done. - **Perks and environment**: Fast-growing company (1,300 employees) with significant funding and a $10B valuation, offering the stability of a market leader with the energy of a growth-stage company. Emphasis on work-life balance and giving back to communities. ## Sources 1. [talkdesk.com/about](https://www.talkdesk.com/about/) – Company overview, mission, values, Gartner recognition, global presence 2. [talkdesk.com](https://www.talkdesk.com/) – Product description (CXA, autonomous agents), customer trust 3. [careers.talkdesk.com/about](https://careers.talkdesk.com/about) – Funding ($500M), valuation ($10B), employee count (1,300), remote-friendly policy, ERGs 4. 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