GotPhoto.com | fotograf.de ยท 8 hours ago
Customer Experience Program Lead
United States
Full-time
Remote
Senior Level
$70K/yr - $100K/yr
5+ years expGotPhoto.com | fotograf.de is dedicated to digitalizing the people photography industry and empowering photographers. The Customer Experience Program Lead will design and operate a scalable virtual customer experience engine to enhance customer engagement, retention, and growth through data-driven insights and strategic initiatives.
E-CommercePhotographySaaSSoftware
Responsibilities
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
Qualification
Required
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
Preferred
Experience building or running a virtual or scaled customer engagement model (digital CS, lifecycle marketing, in-app engagement, or similar)
Familiarity with product usage data and event-based analytics to inform customer outreach and prioritization
Exposure to experimentation frameworks (A/B testing, pilots, cohorts) applied to customer engagement or retention programs
Experience working closely with Data or Engineering teams on integrations, pipelines, or reporting models
Background in SaaS, subscription, or usage-based business models
Benefits
Generous Leave Policy
Well-being & Personal Life
Fitness
Learning & Development
Company
GotPhoto.com | fotograf.de
Our mission is to digitalize the people photography industry.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase