Stampli, a leader in B2B SaaS and fintech innovation, is seeking a CX Manager who provides significant added value through deep issue analysis and technical expertise. This is an execution-focused role responsible for ensuring that complex customer challenges are not just communicated, but diagnosed, prioritized, analyzed, and resolved.

Far from being another communication layer, this person serves a strong 3rd level of support between Customer Success , product and Engineering. You will be responsible for providing deep-dive diagnostics on ERP integrations and P2P workflows.

The CX Manager is also a key escalation leader, capable of operating calmly and decisively in high-pressure situations while exercising strong judgment on when to escalate and when not to.

You’ll collaborate with teams in the US and Israel, reporting to a Director of Customer Experience.

• Expert Diagnosis & 3rd Level Support: Serve as the definitive 3rd level of support for complex technical issues, performing deep-dive diagnostics on ERP integrations and P2P workflows to resolve problems that go beyond standard support capabilities.
• Analytical Problem Solving: Analyze incident tickets and system behavior to identify root causes, providing technical guidance and structural solutions that reduce the need for unnecessary R&D or Product escalation.
• Execution Bridge: Act as the execution bridge between Customer Success, Product, and Engineering to ensure customer priorities are technically aligned, owned, and delivered.
• Lead Complex Escalations: Manage high-stakes customer escalations and crisis situations by providing clear technical ownership, structured communication, and follow-through until resolution.
• Proactive Risk Identification: Use data and customer signals to identify critical technical risks early, preventing important integration work from stalling.
• Escalation Discipline: Distinguish true technical critical issues from noise, escalating with intent and ensuring clear technical ownership.

Your background (Experience & Qualifications)

• ERP Implementation Expertise: 4+ years of hands-on experience in end-to-end ERP / Financial Systems implementation projects, as implementor or lead of UAT, from start to successful go-lives. (must have!)
• Deep Business Knowledge: Comprehensive understanding of business processes, specifically within the Procure-to-Pay (P2P) lifecycle.
• Integration Experience: Significant experience integrating ERP and accounting systems with external SaaS platforms (nice to have).
• Complex Escalation Management: 3+ years of experience managing high-stakes customer escalations, potentially via "war rooms" or in major transformation programs.
• Technical Collaboration: Strong ability to collaborate with external 3rd party consultants and development teams through all phases until release.
• Fast-Paced Environment: Experience operating effectively in high-stakes, dynamic environments with a "do-what-it-takes" spirit.
• General Skills: Familiarity with AI technologies, machine learning & LLM concepts, and practical experience applying AI into daily operations
• Education: Bachelor’s degree in Engineering, Business, or a related technical field.

How you operate (Skills & Competencies)

• Diagnostic Expertise: Ability to look beyond surface-level requests to find the underlying technical or process-driven root cause.
• Analytical & Business-Minded: Highly analytical with an ability to tackle complex problems in a structured and organized way.
• Structured Communication: Clear, structured communication across both technical (Engineering) and non-technical (Customer Success) audiences.
• Technical Influence: Comfortable influencing senior stakeholders and technical teams through data-backed analysis and expert domain knowledge.
• Judgment Under Pressure: Excellent judgment in high-pressure situations, quickly identifying what is truly critical for system stability.

• The flexibility of working from our Mountain View, CA office three days a week (Tuesday, Wednesday, and Thursday), with the option to work remotely for the remainder of the week.
• Full medical, dental, and vision insurance
• 401(k) + employer match
• Access to cutting-edge AI tools, including ChatGPT Enterprise, to enhance productivity, support innovation, and streamline daily workflows
• Opportunities and development for career and personal growth
• Strong and experienced leadership that supports your growth and success
• An open-concept, modern workspace within an inclusive and dynamic scale-up culture

The base salary range for this position is $145K-$155k and Equity. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.

Stampli is revolutionizing financial operations with AI, far ahead of competitors. For nearly a decade, our AI assistant, Billy, has set the industry standard—processing $100B+ in invoices annually and saving millions of labor hours for 1,600+ customers. More than automation, Billy transforms finance teams by freeing them of manual work.

Our explosive growth places us among the top tech companies at our stage, with exceptionally low churn. After conquering the Accounts Payable space, we're now revolutionizing the entire procure-to-pay (P2P) lifecycle with our new platform that "connects every dot from request to reconciliation."

What sets us apart? We adapt to customers—not the other way around—integrating with 70+ ERPs in weeks, not months. Our customer-first approach extends to our award-winning workplace culture, with vibrant, global offices. We've earned multiple Comparably awards, including Best Company Outlook, Work-Life Balance, Compensation, Happiness, and Perks & Benefits.

Here at Stampli, we build exceptional products with exceptional people. Join our dynamic team where your career will thrive in an environment that champions creativity, collaboration, and growth!