Digital Customer Experience - North America

📋 Description

• Design and own the digital CX playbook for scale accounts (triggers, lifecycles)
• Build and maintain the health scoring model for digital accounts
• Partner with RevOps to wire up tooling ( Claude, Clay, Lemlist, Salesforce )
• Own NRR and retention KPIs for the digital segment

🎯 Requirements

• Experience in Customer Success/Lifecycle/RevOps or Growth in a B2B SaaS/AI env
• AI-native: you use AI tools daily and automate at least one manual process
• Track record of owning commercial outcomes on a digital book (NRR/retention) via automated motions
• Comfortable managing a high-volume book with a systems mindset; build playbooks
• Experience using product usage data to spot risk and opportunity (health signals, activation milestones)
• Fluency with digital CX tools (Intercom, Clay, Mixpanel, Amplitude, HubSpot, Salesforce, Gong)

🎁 Benefits

• Innovative culture: part of a generational AI trajectory, surrounded by boundary-pushers
• Growth paths: opportunities to drive impact beyond your immediate role
• Learning & development: annual discretionary stipend
• Social travel: annual discretionary stipend to meet colleagues
• Annual company offsite: past locations include Croatia and Italy
• Co-working: monthly stipend if you're not near a main hub