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Role Description

Quince’s B2B team is building a world-class customer experience to match the quality, value, and ambition of our products. We’re seeking a Senior Manager, Customer Experience & Enablement (B2B) to own and scale our Project Management function while building the enablement systems that allow our team to deliver consistent, high-impact service at scale.

This role will lead our Project Management organization , manage and develop a growing team of Team Leads and Project Managers, and be accountable for delivering exceptional outcomes including:

• 4.8+ CSAT
• Same-day responsiveness
• Operational consistency as the business scales from 8 to 9 figures in revenue

This is a highly hands-on role with both strategic and operational ownership . You will define how customer experience is delivered at scale by building the playbooks, training, tooling, and performance frameworks that allow teams to execute with precision—without sacrificing quality. You will report to the GM of the B2B business and partner closely with Sales, Operations, Product, Engineering, Supply Chain, and our CRM team.

This role is ideal for a builder-leader who thrives in ambiguity, sets a high bar for service excellence, and knows how to translate customer expectations into repeatable team execution through strong enablement.

Qualifications

• 8–12+ years of experience in customer experience, customer success, operations, enablement, or project management in a high-growth environment with high-profile or complex clients.
• Proven experience leading and scaling 20+ person customer-facing teams, including managing managers or senior ICs.
• Strong track record of owning CSAT, SLAs, or customer satisfaction metrics in $100M+ businesses.
• Demonstrated ability to build enablement systems (onboarding, training, QA, knowledge management) that drive consistent performance at scale.
• Highly operational mindset—you can design processes, define standards, and ensure execution with minimal oversight.
• Technically fluent and tool-savvy; strong experience with HubSpot, Slack, Replit, dashboards, automation, and AI-driven workflows.
• Exceptional people leader with experience hiring, coaching, and developing high-performing teams.
• Excellent written and verbal communication skills; client-facing writing clarity is a must.
• Comfortable thriving in ambiguity and building structure where none exists.
• Strong cross-functional partner who can influence without formal authority.
• Bias toward action, ownership, and continuous improvement—you run toward customer problems, not away from them.

Requirements

• Hire, lead, coach, and develop a team of Project Managers and Team Leads, setting clear expectations, growth paths, and accountability.
• Define and operationalize CX standards, including SLAs, communication cadences, escalation protocols, and quality benchmarks.
• Own CSAT measurement and feedback mechanisms, translating insights into actionable improvements.
• Ensure same-day responsiveness across customer touchpoints through thoughtful workflow design and coverage models.
• Design and maintain onboarding, training, and certification programs that support rapid scaling.
• Build internal and external documentation that enables both customers and teams to self-serve effectively.
• Act as a hands-on leader during periods of peak demand, ambiguity, or critical escalations—modeling excellence in execution.

Benefits

• Joining Quince means being part of a mission-driven team reshaping retail.
• You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

Pay Range

$159,000 - $227,000 USD