Digital Customer Experience Lead

Quantum Metric

3d • $135,000 - $155,000 • Remote

About The Position

The Digital CX Lead is a senior individual contributor responsible for translating BC’s digital customer experience vision into scalable, executable lifecycle programs. Reporting to the Director of Digital & Scaled Program Strategy, this role serves as both a strategic thought partner and hands-on builder. You will bring prior experience standing up tech-touch or digital adoption motions in a SaaS environment and apply that pattern recognition to accelerate our journey. This role is accountable for designing, launching, and optimizing self-service and 1:many digital programs that reduce time to value, increase product adoption, and drive customer retention.

Requirements

• 3–8+ years of experience in B2B SaaS Customer Success, Digital CX, Customer Marketing, or related role
• Prior experience defining, building, and/or scaling digital and 1:many engagement motions
• Demonstrated ability to design and launch lifecycle programs end-to-end Comfortable configuring digital adoption tools, CRM campaigns, and/or automation platforms
• Strong analytical skills with the ability to connect program engagement to retention and expansion outcomes
• Experience working cross-functionally with Product and Marketing
• High ownership mindset and comfortable operating in a high-growth environment
• Strong communication skills
• Travel: Less than 10%
• Compensation: $135,000 - 155,000 Base | Bonus Eligible

Responsibilities

• Operationalize the Scalable CX Strategy
• Partner with the Director of BC to translate scalable CX vision into executable lifecycle programs Bring best practices and external benchmarks to inform program management, design, and sequencing
• Establish clear success metrics tied to adoption, retention, and operational efficiency
• Design and launch initial self-service and 1:many programs across onboarding, adoption, and expansion
• Build reusable enablement assets including webinars, playbooks, guides, and lifecycle journeys
• Configure and deploy digital campaigns, in-app guidance, and automated engagement flows as needed Iterate based on engagement data and customer feedback
• This role is expected to be hands-on in early phases before processes are fully scaled.
• Build Scalable Enablement & Lifecycle Infrastructure
• Develop structured digital pathways aligned to key customer lifecycle milestones
• Translate elements of Quantum Metric expertise into standardized, repeatable frameworks
• Improve discoverability and usability of digital resources
• Ensure digital coverage across defined lifecycle stages
• Leverage AI & Automation
• Identify opportunities to leverage AI or automation tools to reduce manual effort in workflows and customer engagement motions
• Implement AI-driven or automated workflows that reduce internal effort
• Create systems that increase QM consultant capacity without degrading customer experience
• Drive Cross-Functional Impact
• Partner with Product to align digital programs with in-app experience
• Collaborate with Marketing on lifecycle messaging consistency & digital program alignment with the Quad
• Provide data-driven feedback on customer friction points within the digital journey

Benefits

• Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)
• FSA, DCFSA, and HSA accounts
• Employee Assistance Programs (EAP)
• Telehealth options
• Voluntary Life & AD&D, STD, LTD, Critical Illness and Accident
• Wellness Perks - discounts on a top-rated fitness app and Healthy Rewards program.
• Discounts on Pet Insurance
• 401k (with employer match) and Options / Equity
• 13 company holidays
• Unlimited Paid Time Off
• Sick leave
• Parental/Adoption Leave
• Promotional opportunities
• Rewards and recognition programs
• Robust onboarding and training program
• One-time stipend for work-at-home employees
• Monthly business expense stipend
• Flexible work environments
• Employee Discount Program (Perks at Work)
• Employee Referral Program
• Lead Referral Program
• MacBook and awesome swag delivered to your door
• Encouraging and collaborative culture
• RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees