Primary Job Template

ABOUT QUINCE 

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

• Customer First: We prioritize customer satisfaction in every decision.

• High Quality: True quality means premium materials and rigorous production standards you can feel good about.

• Essential Design: We focus on timeless, functional essentials instead of chasing trends.

• Always a Better Deal: Innovation and transparency ensure value for both customers and partners.

• Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

OUR TEAM AND SUCCESS 

At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. 

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

THE ROLE

Senior Manager, Customer Experience, B2B

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 of Customer Experience to own and scale the end-to-end customer experience across all customer-facing projects for B2B customers. 

This role will lead our Project Management function, manage and develop a growing team of Team Leads & Project Managers, and be accountable for delivering exceptional outcomes including 4.8+ CSAT, same-day responsiveness, and consistent execution 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 and execute on how customer experience is delivered at scale, building the playbooks, systems, and team that enable Quince to grow without sacrificing quality. You will report to the GM of the B2B business and will partner closely with Sales, Operations, and our CRM Team to ensure customer commitments are met with precision and care.

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 scalable team execution.

What You’ll Work On

• Leading and scaling the Project Management organization, growing the team from ~6 to 20+ FTEs as the business scales from 8 to 9 figures in revenue. 
• Developing a rigorous and flexible headcount forecast taking into account projects of varying complexity. 
• Owning customer experience outcomes, including CSAT (target 4.8+), responsiveness SLAs, and end-to-end customer satisfaction.
• Designing and implementing the operating model for customer experience and project execution at scale. 
• Developing standardized playbooks for customer onboarding, project execution, escalation management, and communication working alongside our sales, project management, and CRM team. 
• Partnering cross-functionally with Sales, Operations, Product, Engineering, and Supply Chain to deliver a seamless customer journey
• Establishing performance management frameworks, metrics, and dashboards to track team effectiveness and customer outcomes
• Acting as the escalation owner for complex or high-impact customer issues
• Continuously improving processes, tooling, and training to increase efficiency without compromising service quality
• Onboarding all new Project Managers and creating the Onboarding experience.

What You’ll Do

• Hire, lead, coach, and develop a team of Project Managers, setting clear expectations, goals, and growth paths and driving accountability towards.
• Define and operationalize customer experience standards, including SLAs, communication cadences, and escalation protocols
• Create the mechanism to capture true CSAT and own CSAT performance and customer feedback loops, translating insights into actionable improvements. 
• Build and maintain internal customer experience and project management playbooks and templates that enable consistency and scalability. Own and update all macros and automated replies with a unified, clear voice. 
• Build and maintain external customer facing FAQs to lower contact rate. 
• Ensure same-day responsiveness across customer touchpoints by designing workflows, coverage models, and accountability mechanisms. Leverage the use of ai to drive down contact rate and increase CX team efficiency.
• Partner with Sales on customer handoffs and expectation-setting to ensure smooth transitions post-close
• Collaborate with Operations and Supply Chain to proactively identify risks and resolve issues before they impact customers
• Design onboarding and training programs that ramp new PMs quickly and maintain a high quality bar as the team scales
• Identify gaps in tooling or systems and partner with Product and Engineering to drive solutions
• Relentlessly simplify and streamline processes, reducing touchpoints per interaction. 
• Serve as a hands-on leader when needed, stepping into projects or escalations to model excellence
  
  

What We’re Looking For

• 8–12+ years of experience in customer experience, customer success, operations, or project management in a high-growth environment working with high profile clients. 
• Proven experience leading and scaling 20+ person customer-facing teams, including managing managers or senior ICs.
• Track record of owning CSAT, SLA, or customer satisfaction metrics at scale ($100M+ businesses)
• Track record of running towards customer issues with a high sense of accountability and ownership. Must be able to roll your sleeves up and do the work. 
• Strong operational mindset — you can design processes, define standards, and ensure consistent execution without assistance. 
• Tech savvy with strong experience in HubSpot, Slack, and Replit. Must be able to create your own dashboards and automations to drive efficiency across your team from scratch, with little oversight. Must have experience using ai and automation. 
• Exceptional people leadership skills, with experience hiring, coaching, and developing high-performing teams
• Excellent written and verbal communication skills; able to set clear expectations internally and externally.
• Client facing, clear writing is a must. 
• Ability to thrive in ambiguity and build structure where none exists
• Strong cross-functional partner who can influence without formal authority
• Bias toward action, ownership, and continuous improvement
  
  

WHY QUINCE?

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.

EQUAL OPPORTUNITY & HIRING INTEGRITY

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

Security Advisory: Beware of Frauds

At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.