GotPhoto.com | fotograf.de

Customer Experience Program Lead

GotPhoto.com | fotograf.de

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • United States

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Salary

💰 $70,000 - $100,000 per year

Job Level

Senior

About the role

  • 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.
  • 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.
  • 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.
  • Establish a test-and-learn approach to customer engagement, including clear goals, success criteria, and post-campaign reviews.

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.
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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer experience technologycustomer journey designdata reportingcustomer data analysislifecycle program designcustomer growth strategiesretention measurementspreadsheetstest-and-learn approachscalable virtual engagement
Soft skills
leadershipcommunicationinfluencecross-functional collaborationproblem-solvingadaptabilityanalytical thinkingstrategic thinkingclear recommendationscustomer-centric mindset