Digital Customer Experience Lead

🕒 April 8

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Quantum Metric

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

☁️ SaaS

🏢 Enterprise

💰 $200M Series B on 2021-01

SaaS • Analytics • Enterprise

Quantum Metric is a digital analytics platform designed to assist business, technology, and analytics teams in understanding and optimizing digital experiences. The platform offers a range of capabilities, including session replay, AI-powered session summarization, dashboards, journey analysis, and monitoring and alerts. Quantum Metric helps businesses surface and quantify friction points, visualize user interactions, and improve page performance. With features such as mobile app analytics, segment building, and performance monitoring, the platform provides comprehensive insights into customer behavior and technical issues. Quantum Metric caters to a variety of industries, including retail, financial services, travel and hospitality, telco, gaming, and healthcare, and is trusted by leading enterprises to improve customer satisfaction and drive revenue growth.

📋 Description

• 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)