Digital Customer Experience Leadership
In this senior individual contributor role, you'll translate customer experience strategy into actionable, scalable digital programs that enhance adoption, retention, and time to value. Reporting to the Director of Digital & Scaled Program Strategy, you will design end-to-end lifecycle journeys that empower customers through self-service and 1:many engagement models.
Program Development & Execution
You'll create structured digital pathways aligned with key customer milestones, launching onboarding, adoption, and expansion initiatives that are both repeatable and impactful. This includes developing reusable resources such as playbooks, guides, webinars, and automated lifecycle journeys. You will configure digital campaigns, in-app prompts, and engagement flows, continuously refining them based on customer feedback and behavioral data.
Strategy & Collaboration
Working closely with Product and Marketing, you'll ensure digital programs are synchronized with the in-app experience and broader messaging frameworks. You'll bring external benchmarks and best practices to shape program design and sequencing, while establishing clear metrics around adoption, retention, and efficiency. Your insights will inform improvements in customer journey friction and digital resource accessibility.
Innovation & Efficiency
You’ll identify opportunities to integrate AI and automation into workflows, reducing manual effort while maintaining or improving customer experience. By building systems that scale consultant capacity, you’ll help increase operational leverage across customer-facing teams. As programs mature, your role will shift from hands-on execution to strategic oversight.
Qualifications & Expectations
- 3–8+ years in B2B SaaS Customer Success, Digital CX, or related fields
- Proven experience building and scaling digital engagement programs
- Experience with CRM campaigns, automation platforms, and digital adoption tools
- Strong analytical ability to connect engagement data with business outcomes
- Comfortable working cross-functionally with Product and Marketing
- Self-driven with a high ownership mindset in fast-paced environments
- Less than 10% travel required
Work Environment
This is a remote-first position with global flexibility. You’ll receive a one-time work-from-home stipend, a monthly business expense allowance, and a company-issued MacBook. The organization supports flexible work arrangements and offers comprehensive benefits including medical, dental, vision, 401k with match, equity, unlimited PTO, parental leave, and wellness programs.
Culture & Growth
The company fosters a diverse, inclusive, and collaborative environment focused on personal and professional growth. With values rooted in passion, persistence, and integrity, teams are encouraged to support one another and innovate together. Regular events, employee resource groups, and recognition programs contribute to an engaged workplace. After three years, employees are invited to participate in a recharge program offering a three-week digital disconnect.
