Customer Experience Manager

The application window will be open until at least June 11, 2026 . This opportunity will remain online based on business needs which may be before or after the specified date.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following:

Chicago, IL, USA; Boulder, CO, USA .

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience in customer support/success programs or equivalent roles.

Preferred qualifications

• Experience working directly with advertising agencies, holding companies, or demand-side platforms (DSPs).
• Experience working with support operations in a technology environment.
• Experience managing technical escalations and driving them to resolution.
• In-depth knowledge of Google’s advertising solutions, media landscape, and sales dynamics.

About the job gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

As a senior engagement and activation lead, the gTech Customer Experience Manager (CXM) drives Google’s top advertisers and agencies to adopt Ads Account and Support best practices. You will direct an end-to-end client journey, from discovery and rollout to compliance monitoring—enabling optimal account structures, policy adherence, and crucial security activations like passkeys. You will provide industry-leading strategic oversight, protect and scale vital revenue streams. Your work directly ensures Google's most important partners remain stable, successful, and confident in Google as their premier advertising investment platform.Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video .

The US base salary range for this full-time position is $114,000-$163,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google .

Responsibilities

• Conduct customer discovery conversations to identify operational strengths or risks, determine key implementation stakeholders, and unearth blockers while coordinating an aligned approach with Sales partners.
• Co-ordinate client implementation roadmaps by providing timelines, communication plans, and resources to guide complex user tasks, like multi-device security passkey creation, at scale.
• Partner closely with customers to steer change management efforts, proactively handling objections and addressing roadblocks while building and executing their customized rollout plan.
• Verify product adoption and policy compliance, gathering client feedback to monitor progress and address ongoing operational challenges through regular check-ins and structured troubleshooting.
• Identify technical, operational, and proactive solutions to scale global customer best practices while using analytical insights to flag potential risks to leadership.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .