Customer Experience Program Lead

GotPhoto•Boulder, MA

16d•Hybrid

About The Position

Our mission is to digitalize the people photography industry. GotPhoto.com | fotograf.de is dedicated to making photographers’ lives easier and more efficient. We provide an end-to-end workflow and e-commerce solution enabling photographers to digitalize key parts of their workflow - from photo management to payment, combined with a user-friendly platform. Making them more successful and spending more time behind the lens! Since 2012, our journey has been filled with an entrepreneurial spirit, witnessing countless success stories that prove our sustainable business model works and is profitable. We’re building a tight-knit ecosystem where everyone can thrive – including you! Join our team of 170+ talented individuals and be part of our journey to empower photographers like never before! Role Purpose Own the systems, orchestration, and data that power growth and retention across our existing customer base (N2V globally & startup USCA). This role is responsible for designing and operating a scalable virtual customer experience/success engine—turning customer signals into targeted campaigns that drive growth, best practice adoption and reduce churn. The Customer Experience ProgramLead blends technical execution with strategic intent, ensuring the right customers receive the right engagement at the right time, and that impact is measurable end-to-end. Own the customer experience technology and tools, making sure systems are connected, reliable, and set up to support effective customer outreach and measurement. Design and run end-to-end customer journeys that support adoption, retention, and growth, with an emphasis on scalable, virtual engagement for existing customers. Lead customer experience data and reporting, defining how success is measured and ensuring we can clearly see what’s working, what’s not, and where to improve. You’ll partner closely with Marketing, Data, CC, Knowledge, Sales & CS leaders across North America and the EU to turn customer data into coordinated experiences, actionable insights, and measurable improvements in retention, NRR, and lifetime value.

Requirements

5+ years driving customer growth, retention, or lifecycle programs with measurable impact.
Hands-on ownership of tools (CRM, support, campaign, or automation platforms), including configuration and optimization.
Strong ability to work with customer and product data to measure adoption, retention, and expansion; comfortable spreadsheets.
Proven experience designing and scaling customer lifecycle programs across segments or regions.
Track record of turning data into clear recommendations for senior leaders.
Experience leading cross-functional initiatives and driving change through influence, not authority.
Clear communicator who can explain complex systems and outcomes simply.
Comfort operating in ambiguous environments where processes and tools are still evolving.

Nice To Haves

Experience building or running a virtual or scaled customer engagement model (digital CS, lifecycle marketing, in-app engagement, or similar).
Familiarity with product usage data and event-based analytics to inform customer outreach and prioritization.
Exposure to experimentation frameworks (A/B testing, pilots, cohorts) applied to customer engagement or retention programs.
Experience working closely with Data or Engineering teams on integrations, pipelines, or reporting models.
Background in SaaS, subscription, or usage-based business models.

Responsibilities

CX Technology Ownership
Own the customer experience technology stack. Oversee the tool integration and initial setup and own the tool orchestration and execution.
Lead configuration and optimization of campaign, CRM, support, and engagement tools used for customer outreach and measurement.
Partner with Data & Marketing to design and maintain integrations across systems so customer data flows cleanly and reliably.
Evaluate new tools and capabilities as needs evolve, balancing speed, scalability, and long-term maintainability.
Data, Measurement & Insights
Define how success is measured for customer experience initiatives, including adoption, engagement, retention, and expansion.
Build and maintain dashboards and reporting that clearly show performance, trends, and opportunities for improvement.
Ensure customer experience data is accurate, consistent, and trusted across teams.
Use insights to continuously refine campaigns, journeys, and targeting.
Customer Lifecycle Design & Virtual Engagement
Help design the end-to-end customer journey across adoption, ongoing engagement, and growth
Build and operate a scalable virtual customer experience model that reaches customers proactively without relying solely on one-to-one coverage.
Define when, how, and why customers receive outreach, education, or nudges based on behavior, lifecycle stage, and risk signals.
Run pilots on new lifecycle programs, measure impact, and scale what works.
Experimentation & Continuous Improvement
Establish a test-and-learn approach to customer engagement, including clear goals, success criteria, and post-campaign reviews.
Share learnings across teams to improve future programs and inform product and go-to-market decisions.
Create lightweight documentation and playbooks so successful programs can be repeated and scaled.
Cross-functional Collaboration
Work closely with Customer Operations, Product, Revenue, Marketing, and Data to ensure customer experience efforts are aligned with company goals.
Act as the connective layer between strategy, systems, and execution for existing-customer growth.
Facilitate shared understanding of customer behavior, needs, and outcomes across teams.

Benefits

Our culture: We’ve created a collaborative and open work environment. We have a bi-annual review process and a strong feedback culture to ensure your growth.
Hybrid Work: We operate in a flexible hybrid model, combining the best of both worlds. With teams distributed across the US, our meeting hub is in Atlanta, and the meeting frequency depends on your location.
Work from Abroad: We enable you to work from almost anywhere, allowing up to 40 days outside the USA.
Generous Leave Policy: We offer a generous leave policy to help you balance work and life, along with a flexible sick leave.
Well-being & Personal Life: We provide paid medical leave and paid parental leave
Fitness: Enjoy a subsidized fitness membership with various options to choose from.
Learning & Development: You'll receive an annual learning budget of $500, which can be increased to $1,000.

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