What is a CX Product Manager? Responsibilities, Salaries, and More

What is a CX product manager?

A customer experience product manager in SaaS optimizes the end-to-end customer journey. They develop strategies and features to enhance user satisfaction, engagement, and retention across the product lifecycle.

What does a CX product manager do?

A CX product manager is responsible for understanding customer needs, behaviors, and pain points. They monitor and analyze customer feedback, product usage data, and market trends, identify opportunities to optimize the product, and drive customer satisfaction.

They also collaborate with cross-functional teams to implement customer-centric solutions that align with business goals and differentiate the product in the market.

CX product manager’s main responsibilities

A CX product manager (CXPM) is a unique role that bridges the gap between customer experience (CX) and product development. Their main responsibilities revolve around creating exceptional customer experiences through product strategy and development. Here’s a breakdown of their core duties:

1. Map user journeys for different user personas, taking into account their specific pain points, motivations, and preferred channels to get a comprehensive understanding of their experiences.
2. Collect, analyze, and act on customer feedback to improve product and user experience.
3. Track customer behavior to identify friction points in the user journey and remove them from the user journey.
4. Develop resources and training materials to help customer success teams deliver high-quality customer support.
5. Stay updated on industry trends, competitor analysis, and customer expectations to inform product and CX strategies.

CX product manager salary

One of the biggest factors influencing your salary as a CX product manager is your experience level. Here’s how experience can impact your salary, according to Glassdoor:

• 1 to 3 years: $131,925 per year
• 4 to 6 years: $141,997 per year
• 7 to 9 years: $152,313 per year

Where you live can have a big impact on how much you make as a CX product manager. As more and more companies employ a geographically dispersed workforce (including remote workers), it’s common for companies to offer location-based salaries.

According to Glassdoor, these are the midpoint salaries for CX product managers in the following large US cities:

• San Francisco: $173,661 per year
• New York: $156,272 per year
• Boston: $150,124 per year
• Washington, DC: $145,786 per year
• Chicago: $147,825 per year

Source: Glassdoor.

CX product manager career path

1. Associate CX Product Manager: They work closely with senior product managers to understand customer experience (CX) principles and how they integrate with product design. To progress to an advanced position, you’ll need to demonstrate strong empathy for user needs.
2. CX Product Manager: Take on responsibility for the end-to-end customer experience management for specific products. This role involves detailed analysis of customer journeys, and designing user interfaces. Advance by consistently improving customer satisfaction metrics and your ability to lead cross-functional teams effectively.
3. Senior CX Product Manager: Lead and mentor a team of CX product managers, oversee multiple customer experience initiatives, and ensured alignment with the product’s overall vision and company strategy. Progression requires demonstrated leadership in driving key customer experience improvements and a proven track record of successful product launches.
4. Director of CX Product Management: Oversees the CX product management department and integrates customer insights into broader product strategy and development. You advance by significantly enhancing the user experience and increasing customer retention rates.
5. VP of CX Product Management: As a vice president, I provide executive oversight for the company’s CX strategies, making high-level decisions that will impact all aspects of product user experience. Progress by demonstrating a deep understanding of CX trends, driving major strategic shifts, and fostering a culture of customer-centric innovation.
6. Chief CX Officer: In this top executive role, shape the company’s overall vision and strategy for customer experience. Advance by continuously innovating and maintaining the company’s reputation as a leader in customer-centric product development, significantly impacting the market and customer engagement.

Best practices for being a great CX product manager

Elevating customer experience (CX) is crucial for any SaaS company aiming for sustained growth and loyalty. A great CX product manager helps bridge the gap between user needs and business objectives, creating products that not only meet but exceed customer expectations.

Here are some best practices to excel as a CX product manager:

1. Establish a feedback repository: Centralize all customer feedback in one repository to streamline analysis and response. By creating a single source of truth for customer insights, you can more effectively monitor trends, prioritize product changes, and ensure no customer input is overlooked.
2. Invest in the right tech stack: Utilize collaboration tools to bridge gaps between departments. Leveraging platforms like Slack, JIRA, or Asana can facilitate the seamless flow of information across teams, ensuring everyone remains on the same page regarding customer needs and product updates.
3. Develop a strong customer advocacy program: Establish a formal program that turns satisfied customers into advocates. This involves identifying potential advocates based on their engagement and satisfaction levels and then providing them with the tools and incentives to share their positive experiences with others.
4. Use advanced analytics to predict trends: Apply machine learning models to customer data to predict future behaviors and preferences. By anticipating customer needs before they become evident, you can proactively address them in the product roadmap, staying ahead of competitors and increasing customer satisfaction.

Product Marketing Teams Can Use Userpilot to:

• Promote In-App Product Launches without Dev Help
• Increase New Feature Adoption with Interactive Guidance
• Measure New Feature Launch Success with Analytics
• Segment Happy Users to Increase Product Reviews

Get a Demo

• 14 Day Trial
• No Credit Card Required

CX product manager FAQs

• What is CX in product management?

CX in product management means customer experience. Customer experience refers to a customer’s perception of your brand based on their interaction with your product or brand across all customer journey stages.

• What is the role of a CX manager?

A CX Manager, or Customer Experience Manager, oversees and enhances the customer experience. This role involves developing customer-centric strategies, managing feedback, and implementing initiatives to increase customer satisfaction and loyalty across various channels.

• What is a CX role?

The role of a CX (Customer Experience) professional involves managing and improving the entire experience customers have with a company’s products or services.

• What does a CX operations manager do?

A CX Operations Manager focuses on the operational aspects of customer experience within an organization. Their role includes designing and implementing CX strategies that optimize customer interactions and improve overall satisfaction.

Conclusion

We hope this guide has provided you with valuable insights into the roles, responsibilities, and rewards associated with this role.

Looking into tools for CX product managers? Userpilot is an all-in-one product platform with engagement features and powerful analytics capabilities. Book a demo to see it in action!