Digital Customer Experience Lead

Job Description

😎 Our Culture

Quantum 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

Note: _This interview process is subject to change._ End stage candidates are also given the optional opportunity to meet with an Employee Resource Group Member if that is of interest.

- Recruiter Screen (30 minutes)

- Hiring Manager Interview (60 minutes)

- VP, Consulting Services Interview (60 minutes)

- Chief Customer Officer Interview (45 minutes)

- CEO Interview (30 minutes)

🏆 Perks and Benefits

This will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly, you’ll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.

Group 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

In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building.

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)

🐉 About Quantum Metric

As a leader in digital analytics, Quantum Metric helps organizations put customers at the heart of everything they do. Providing a simplified approach to monitor, diagnose and optimize the digital journeys that matter most, the Quantum Metric platform offers in-depth customer understanding, quantified and tied to core business objectives.

Today, Quantum Metric captures insights from 50 percent of the world’s internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications.

Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last six-consecutive years, and has made the Best Places to Work lists by Glassdoor, BuiltIn, Fast Company and Forbes.

If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you!

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly.

Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to [email protected].

Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

Applicant Privacy Policy:  https://www.quantummetric.com/legal/applicant-privacy-policy/

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