Customer Experience Program Lead, GotPhoto

• 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
• We strongly encourage you to apply if you’re interested: we're excited to discover how your distinctive experience can enhance our team!

Desirable

• You'll own the systems, orchestration, and data that power growth and retention across our existing customer base (N2V globally & startup USCA)
• This role is responsible for designing and operating a scalable virtual customer experience/success engine—turning customer signals into targeted campaigns that drive growth, best practice adoption and reduce churn
• The Customer Experience ProgramLead blends technical execution with strategic intent, ensuring the right customers receive the right engagement at the right time, and that impact is measurable end-to-end
• 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
• You’ll 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
• Own the customer experience technology stack. Oversee the tool integration and initial setup and own the tool orchestration and execution
• Lead configuration and optimization of campaign, CRM, support, and engagement tools used for customer outreach and measurement
• Partner with Data & Marketing to design and maintain integrations across systems so customer data flows cleanly and reliably
• Evaluate new tools and capabilities as needs evolve, balancing speed, scalability, and long-term maintainability
• Define how success is measured for customer experience initiatives, including adoption, engagement, retention, and expansion
• Build and maintain dashboards and reporting that clearly show performance, trends, and opportunities for improvement
• Ensure customer experience data is accurate, consistent, and trusted across teams
• Use insights to continuously refine campaigns, journeys, and targeting
• 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
• Run pilots on new lifecycle programs, measure impact, and scale what works
• Establish a test-and-learn approach to customer engagement, including clear goals, success criteria, and post-campaign reviews
• Share learnings across teams to improve future programs and inform product and go-to-market decisions
• Create lightweight documentation and playbooks so successful programs can be repeated and scaled
• Work closely with Customer Operations, Product, Revenue, Marketing, and Data to ensure customer experience efforts are aligned with company goals
• Act as the connective layer between strategy, systems, and execution for existing-customer growth
• Facilitate shared understanding of customer behavior, needs, and outcomes across teams
• The role reports to the VP of Customer Operations and supports all Markets