Quantum Metric Inc.

Digital Customer Experience Lead

Posted Yesterday

Hiring Remotely in United States

Remote

135K-155K Annually

Mid level

eCommerce • Enterprise Web • Information Technology • Software • Database • Analytics • Business Intelligence

Quantum Metric empowers organizations to leverage data understand customers and build digital products faster.

The Role

The Digital Customer Experience Lead translates the digital CX vision into scalable programs designs self-service initiatives and optimizes customer engagement to drive retention.

Summary Generated by Built In

😎 Our Culture

Quantum Metric's number one objective is happy people diverse and inclusive culture. We’re passionate about empowering our people to become the best version of themselves offering coaching and training programs designed to accelerate their career in whatever direction they choose.

As a remote-first company we understand the importance of building an engaged diverse and fun place to work. We hold regular company-wide events seasonal challenges and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss share and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent to overcoming the barriers faced as Black Hispanic Asian American and Native Hawaiian/Pacific Islander LGBTQIA or other underrepresented backgrounds.

We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands but build lasting relationships.

At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion persistence and integrity.

🚀 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: $135000 - 175000 Base | Bonus Eligible

💻 Recruitment 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 (30 minutes)

- CEO Interview (30 minutes)

🏆 Perks and Benefits

This will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.

Group 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

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)

🐉 About Quantum Metric

As a leader in digital analytics Quantum Metric helps organizations put customers at the heart of everything they do. Providing a simplified approach to monitor diagnose and optimize the digital journeys that matter most the Quantum Metric platform offers in-depth customer understanding quantified and tied to core business objectives.

Today Quantum Metric captures insights from 50 percent of the world’s internet users supporting nationally recognized brands in ecommerce and retail travel financial services and telecommunications.

Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last six-consecutive years and has made the Best Places to Work lists by Glassdoor BuiltIn Fast Company and Forbes.

If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds perspectives and life experiences we want to hear from you!

The job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change edit and add duties and responsibilities of all job descriptions at any time at its sole discretion and to notify the respective employee accordingly.

Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to [email protected].

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/

#LI-REMOTE #BI-Remote

Top Skills

Automation Tools

CRM

Digital Adoption Tools

SaaS

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The Company

HQ: Monument Colorado

418 Employees

Year Founded: 2015

What We Do

Quantum Metric is the leader in agentic digital analytics for the enterprise. The company provides the industry's most complete digital experience data helping enterprises understand why customer behavior changes and act with the required speed and confidence for today’s digital demands. Combining the industry’s richest most actionable data set with agentic AI Quantum Metric delivers a simple contextual understanding of customer behavior technical signals and impact as it relates to unique business goals and objectives. Global enterprises rely on Quantum Metric with the company supporting billions of digital interactions each month and reflecting insights from roughly half of the world’s internet users.

Why Work With Us

Quantum Metric is a remote-first unicorn blazing the trail for Continuous Product Design. By using AI and ML to quantify customer struggle our team provides real-time CX insights for enterprise clients. Every day is great here because we blend "rocket ship" innovation with a culture of Passion Persistence and Integrity that puts people first.

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Quantum Metric Inc. Offices

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Remote Workspace

Employees work remotely.

We are a remote-first company and we foster connection through Slack interest channels Employee Resource Groups regional team gatherings and online events.

Typical time on-site:

HQHeadquarters in Monument CO