Quantum Metric

Digital Customer Experience Lead

Quantum Metric

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $135,000 - $155,000 per year

Job Level

Senior

About the role

  • 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.
  • 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
  • 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
  • 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%
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)
Applicant Tracking System Keywords

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

Hard Skills & Tools
digital CXcustomer successprogram managementlifecycle programsdigital adoption toolsCRM campaignsautomation platformsdata analysisAI-driven workflowsengagement metrics
Soft Skills
analytical skillscommunication skillshigh ownership mindsetcollaborationadaptabilitycustomer focusproblem-solvingcreativitystrategic thinkinginitiative