Senior Manager of Customer Experience

Job description

ABOUT SUNO We're building the world's first creative entertainment platform, where the entire world can feel the joy and fulfillment of making music. Music is for everyone: Our users include everyone from grandmothers creating songs for their loved ones, to Grammy winners using Suno Studio, our power tool, to make the most popular hits in the world. Building the future of entertainment requires ambition. The pace is fast, the problems are hard, and the work demands ownership and intensity. For the right people, it’s incredibly rewarding: a chance to shape a new medium, work with a small team that cares deeply about quality, make music, drink too much coffee, and build something that millions of people use to express themselves in ways that were never before possible. Suno is the fastest growing consumer entertainment company and the leader in AI music. We are backed by leading investors including Bond Capital, Menlo Ventures, Lightspeed Venture Partners, IVP, Forerunner, Union Square Ventures, Alkeon, Quiet, Matrix Partners, Schroders Capital and, NVentures (venture arm of NVIDIA). ABOUT THE ROLE If you’ve spent your career building world-class support organizations and you’re itching to rebuild one from the ground up — AI-first, data-driven, and at real scale — this is the role. As Sr. Manager of Customer Experience at Suno, you’ll own our customer support function end-to-end: setting and managing SLAs, running a lean P&L, and ensuring every user who needs help gets a high-quality experience. You’ll lead a team of 6–8 support ICs and partner closely with Trust & Safety, Product, Billing, Legal, and Policy to solve some of our hardest customer-facing problems. You’ll report to the Sr. Director of Customer Experience & Safety. WHAT YOU’LL DO - Define, track, and manage to SLAs across all support channels — using data to surface trends, identify gaps, and drive continuous improvement in resolution time and quality. - Own the support P&L, managing costs while scaling capacity intelligently as the product and user base grow. - Design the right support experience for each problem type — deciding when a user needs a human, an AI agent, a help article, or a proactive fix upstream in the product. - Build and iterate on operational processes that make the team faster, more consistent, and less reliant on manual effort — including launching new support channels. - Lead and develop a team of 6–8 support ICs, setting clear expectations, coaching on quality, and building a culture that’s as data-minded as it is customer-obsessed. - Partner with Product, T&S, Billing, and Legal to close the loop between support signals and product decisions — helping Suno build toward a future where creative fulfillment is a daily reality for everyone. WHAT YOU’LL NEED MUST-HAVES - 7–9 years of experience in support leadership, with a track record of building and managing high-performing teams. - Background in consumer technology — you understand what it means to support a large, diverse user base with high expectations and low tolerance for friction. - Experience building or scaling multi-channel support operations (email, chat, in-app, etc.). - A genuinely data-driven operating style — you set goals in metrics, track them rigorously, and use data to make decisions, not just report outcomes. - Experience managing a support P&L or cost-per-ticket model. - Strong process instincts — you document, systematize, and build for repeatability. - Experience with AI-native or AI-assisted support tooling (deflection flows, chatbots, copilots for agents, or similar). NICE-TO-HAVES - Hands-on experience building with LLM-powered support tools — prompt design, workflow automation, or agent evaluation. - Familiarity with Trust & Safety-adjacent support workflows. - Background in the music industry or a music-adjacent platforms, whether working with artists, labels, or music creators, with the ability to speak fluently about music production, audio editing, and/or the creative process - Experience scaling a support org through rapid company or product growth. - Hands-on work operating tiered support models across distinct customer segments, including free and paid subscribers, enterprise or API clients, and high-profile creators or artists, with a strong sense of when and how to escalate and how to calibrate the experience for each tier - Background supporting billing, fraud, or identity-related user issues. - Experience running community or self-serve support programs (help centers, forums, FAQs). WORK LOCATION POLICY This role is expected to work from the designated Suno office 5 days a week, per Suno’s company policy. Full-time employees will receive competitive equity packages, and comprehensive benefits. The actual base salary offered may vary depending on location, skills, qualifications, and experience. ADDITIONAL NOTES Applicants must be eligible to work in the US. Willingness to travel (up to 10%) to collaborate with team members across Suno office locations. PERKS & BENEFITS FOR FULL-TIME EMPLOYEES - Company Equity Package - 401(k) with 3% Employer Match & Roth 401(k) - Medical, Dental, & Vision Insurance (PPO w/ HSA & FSA options) - 11 Paid Holidays + Unlimited PTO & Sick Time - 16 Weeks of Paid Parental Leave - Creative Education Stipend - Generous Commuter Allowance - In-Office Lunch (5 days per week) Suno is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the Massachusetts Fair Chance in Employment Act, NYC Fair Chance Act, LA City Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.