Customer Experience Specialist
About The Position
Left Field Labs is partnering with illumend to find a dynamic and strategic Customer Experience Specialist to aid the launch of a category-defining AI solution in an underserved market. This is a unique, ground-floor opportunity with a high-growth trajectory. You will operate with the autonomy and energy of a 10-person startup, backed by the infrastructure and credibility of a proven parent company. We are seeking a Customer Experience & Process Architect to join our rapidly scaling InsurTech team. This is not a purely service-based role; it is a high-priority, creator position critical for designing and optimizing the processes that ensure our customers achieve long-term success.
Requirements
- Proven B2B SaaS experience in a Customer Success, Account Management, or Customer Experience role
- Demonstrated ability to create structure and processes out of ambiguity in a dynamic, fast-paced environment
- Track record of successfully managing customer relationships, driving adoption, and reducing churn
- Strong product and sales orientation with an understanding of value delivery over pure service delivery
- Prior professional experience working in or closely with the Insurance Industry or with Risk Management Software
- Experience with Product-Led Growth (PLG) strategy and its relationship with customer success motions
- Familiarity with CRM and Customer Success systems such as HubSpot, Totango, Pendo, or Gong
- Familiarity with technologies or systems (especially in-product analytics like Pendo) used to manage and influence customer behavior within a software platform
Responsibilities
- Act as the primary customer advocate and strategic architect, managing the end-to-end journey from initial onboarding through successful product adoption, retention, and upsell opportunity identification. This role is essential for building a scalable, product-led customer experience model, enabling our leadership to focus on strategic system design while you build the operational backbone.
- Own a dedicated portfolio of B2B customers, building strong, consultative relationships to ensure long-term satisfaction and loyalty
- Proactively monitor customer health and usage metrics using tools like Pendo and Totango to identify churn risks and implement targeted, data-driven engagement strategies
- Drive retention and identify potential upsell/cross-sell opportunities, maintaining a strong sales orientation in all customer interactions
- Manage communication across all customer touchpoints, ensuring a consistent, high-quality experience that supports both Sales-Led Growth (SLG) and Product-Led Growth (PLG) motion
- Design, document, and implement scalable customer journey processes (Onboarding, Adoption, Retention) that leverage an AI-forward approach to drive efficiency and product-led success
- Own the customer onboarding process, ensuring a seamless, positive, and timely transition for all new customers
- Identify recurring issues and process gaps that lead to customer friction and propose data-driven solutions that transition service-heavy tasks into automated product features
- Drive product adoption by educating users, conducting training sessions, and promoting best practices specific to our software
- Act as the "voice of the customer" internally, expertly translating feedback, pain points, and success stories into actionable, high-impact insights for the Product, Sales, and Development teams
- Gather, document, and analyze customer feedback from surveys, direct calls (using tools like Gong), and support channels to measure key metrics (e.g., NPS, CSAT)
- Specifically listen for and share insights on customer product behavior (e.g., in-app usage data from Pendo) to drive product feature prioritization
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
