Digital Strategy Lead

• Own the end‑to‑end digital CX strategy for post‑sales, spanning Help Center, AI chatbot, in‑product education, lifecycle, and social support touch points
• Translate vision into a prioritized, data‑informed roadmap with clear success metrics and experiment design
• Build and run a cross‑functional program: establish intake, prioritization, and cross‑team operating cadences with User Ops, Direct Support, RevOps, Marketing, Product Ops, and CX Engineering
• Partner with Product Education and CX Enablement to ensure a content pipeline that powers external and internal experiences without duplication
• Improve customer journeys via funnel mapping and journey analytics. Identify gaps and remove friction across discovery, self‑serve, and assisted support
• Collaborate with RevOps on segmentation, targeting, and measurement to ensure digital motions support acquisition, retention, expansion, and referral
• Coordinate with regional support leaders to protect first response time SLAs around events and launches, and to localize effectively
• Maintain a high bar for quality, governance, and compliance across digital CX assets and automations

• 8+ years in product management, program management, digital CX, or related strategy roles, with a track record owning cross‑functional roadmaps and business outcomes
• Demonstrated experience building scalable, data‑driven customer experiences across at least two of the following: Help Center, chatbots/AI automation, in‑product education, lifecycle or growth surfaces, social support
• Strong analytical skills with the ability to define KPI frameworks, run experiments, and translate insights into action
• Excellence in cross‑functional leadership without direct authority. Comfortable influencing at executive level and aligning diverse stakeholders
• Familiarity with modern CX stacks and AI capabilities for support, routing, and content generation
• Outstanding written communication and systems thinking. Operates like a PM with clear PRDs, briefs, and decision documentation
• You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results

• Experience leading digital CX in a high‑growth SaaS environment
• Experience partnering with regional support leaders to deliver global programs
• Familiarity with Zendesk, CX chatbot(s), and digital experimentation tooling

Highly competitive cash compensation, equity, and benefits