Digital Customer Experience Lead, Quantum Metric
$135-175k
Bonus Eligible
Continuous product design platform
Be an early applicant
Continuous product design platform
201-500 employees
Be an early applicant
$135-175k
Bonus Eligible
201-500 employees
Company mission
To improve how organizations use their data to understand their customers and build customer-defined digital products faster.
Role
Who you are
- 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%
What the job involves
- The 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
- Operationalize the Scalable CX Strategy
- 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
- 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
Application process
- Note: This interview process is subject to change. End stage candidates are also given the optional opportunity to meet with an Employee Resource Group Member if that is of interest
- Recruiter Screen (30 minutes)
- Hiring Manager Interview (60 minutes)
- VP, Consulting Services Interview (60 minutes)
- Chief Customer Officer Interview (45 minutes)
- CEO Interview (30 minutes)
Our take
Quantum Metric accelerates the creation of digital products by enabling businesses to build faster, more efficiently, and with greater confidence. Its continuous design platform connects companies directly with digital customer interactions, allowing them to make real-time decisions that align their products with consumer preferences. The effectiveness of Quantum Metric's approach is evident in its impressive client list, which includes US Bank, Western Union, Air Europa, and laska Airlines.
Its clientele spans diverse industries, from eCommerce to fintech. This breadth is unsurprising given the increasing online shift across most sectors, making the creation of optimal digital products more crucial than ever. With booming areas like eCommerce and neo-banking, many companies have the financial resources to invest in tools that support and strengthen their operations.
The platform's versatility across various business areas gives Quantum Metric a competitive edge over rival analytics tools from Adobe and Google, which are more limited in scope. Given this advantage and the expanding digital landscape, Quantum Metrics is well-positioned for continued significant success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2021
$200m
SERIES B
Sep 2018
$25m
SERIES A
Total funding: $228m
Company benefits
- Comprehensive health plan: Medical, dental, vision, and mental health with 99% of the medical base plan paid by the company
- Commitment to learning: Grow both professionally and personally with coaching, mentorship, and other learning opportunities
- Unlimited PTO: Instead of a fixed number of paid vacation days each year, employees can take the time they need
- Company equity: We’re passionate about our work and want everyone to feel ownership over what we do here
- 401(k) matching: Employees can invest in their futures with our 3% 401(k) matching program
- Flexible work: Though we’re remote first, we have dedicated offices in Denver, Colorado Springs, Chicago, London, Frankfurt, and Madrid.
- Quantum Recharge: After 3 years, employees are given a sabbatical where they can disconnect for 3 weeks
- Home office + internet stipend: We offer a one-time work from home stipend and a monthly stipend to cover internet costs
Company HQ
Northgate, Colorado Springs, CO
Leadership
Mario Ciabarra
(Founder & CEO)Began their career as a PwC Consultant before a combined 2 years at Virgin and HP. They founded DevStream, Rock Your Phone, and Intelliborn before founding Quantum Metric in January 2015.
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