Digital Customer Experience Lead

About the Role 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 and 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 and iterate based on engagement data and customer feedback Hands-on execution 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 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 401(k) (with employer match) and Options / Equity 13 company holidays Unlimited Paid Time Off Sick leaveParental/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) 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/ J-18808-Ljbffr