Role Description Left Field Labs is partnering with illumend to find a dynamic and strategic Customer Experience Specialist to aid the launch of a category-defining AI solution in an underserved market. This is a unique, ground-floor opportunity with a high-growth trajectory. You will operate with the autonomy and energy of a 10-person startup, backed by the infrastructure and credibility of a proven parent company. We are seeking a Customer Experience & Process Architect to join our rapidly scaling InsurTech team. This is not a purely service-based role; it is a high-priority, creator position critical for designing and optimizing the processes that ensure our customers achieve long-term success. Responsibilities - Act as the primary customer advocate and strategic architect, managing the end-to-end journey from initial onboarding through successful product adoption, retention, and upsell opportunity identification. - Build a scalable, product-led customer experience model, enabling leadership to focus on strategic system design while you build the operational backbone. - Own a dedicated portfolio of B2B customers, building strong, consultative relationships to ensure long-term satisfaction and loyalty. - Proactively monitor customer health and usage metrics using tools like Pendo and Totango to identify churn risks and implement targeted, data-driven engagement strategies. - Drive retention and identify potential upsell/cross-sell opportunities, maintaining a strong sales orientation in all customer interactions. - Manage communication across all customer touchpoints, ensuring a consistent, high-quality experience that supports both Sales-Led Growth (SLG) and Product-Led Growth (PLG) motion. - Design, document, and implement scalable customer journey processes (Onboarding, Adoption, Retention) that leverage an AI-forward approach to drive efficiency and product-led success. - Own the customer onboarding process, ensuring a seamless, positive, and timely transition for all new customers. - Identify recurring issues and process gaps that lead to customer friction and propose data-driven solutions that transition service-heavy tasks into automated product features. - Drive product adoption by educating users, conducting training sessions, and promoting best practices specific to our software. - Act as the "voice of the customer" internally, expertly translating feedback, pain points, and success stories into actionable, high-impact insights for the Product, Sales, and Development teams. - Gather, document, and analyze customer feedback from surveys, direct calls (using tools like Gong), and support channels to measure key metrics (e.g., NPS, CSAT). - Listen for and share insights on customer product behavior (e.g., in-app usage data from Pendo) to drive product feature prioritization. Qualifications - Proven B2B SaaS experience in a Customer Success, Account Management, or Customer Experience role. - Demonstrated ability to create structure and processes out of ambiguity in a dynamic, fast-paced environment. - Track record of successfully managing customer relationships, driving adoption, and reducing churn. - Strong product and sales orientation with an understanding of value delivery over pure service delivery. - Prior professional experience working in or closely with the Insurance Industry or with Risk Management Software. - Experience with Product-Led Growth (PLG) strategy and its relationship with customer success motions. - Familiarity with CRM and Customer Success systems such as HubSpot, Totango, Pendo, or Gong. - Familiarity with technologies or systems (especially in-product analytics like Pendo) used to manage and influence customer behavior within a software platform. Compensation The salary range for this role is $65,000 to $80,000 and applies only to jobs performed in Culver City, California. This range represents the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting. Please note that we may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s position within the salary range will be based on several factors, including but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs. Equal Opportunities Left Field Labs is an equal opportunity employer committed to providing equal employment opportunities to all applicants and team members, regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law. This includes the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance related to an applicant's criminal history (LAMC 189.00). Left Field Labs makes reasonable accommodations for handicapped and disabled team members. Left Field Labs is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.