🚀 About the Role
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.
🔧 Responsibilities
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
💡 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 - 155,000 Base | Bonus Eligible
