Digital Customer Experience Lead

😎 Our CultureQuantum Metric's number one objective is happy people, diverse and inclusive culture.  We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.  
As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Hispanic, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.  
We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships.
At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.
🚀 About the Role 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.

🔧 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

💡 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 - 175,000 Base | Bonus Eligible 

💻 Recruitment Process