Customer Experience Specialist

Who We Are

Left Field Labs is the creative technology agency that builds what’s next. We partner with the world’s most ambitious brands to transform breakthrough technology into extraordinary human experiences. Since 2008, we’ve delivered end-to-end digital transformation services—from strategy to platform development to immersive experiences—for the biggest companies in the world, including Google, Amazon, and Meta.

What We Do

• Digital Experience: We architect seamless digital ecosystems that simplify complexity and drive measurable impact. Whether launching new platforms or evolving legacy systems, we strike the perfect balance between innovation and pragmatism
• Product Innovation: We build scalable platforms and products in lockstep with organizations, identifying and seizing new technology opportunities.
• Immersive: We create immersive, cross-media experiences that move beyond omnichannel thinking, blending digital, social, AI, and physical spaces to engage and delight.
• Applied AI: We transform AI from a tech tool to the infrastructure for business evolution—enhancing decision-making, unlocking new efficiencies, and expanding human capacity. The AI solutions power predictive intelligence, sharper decision-making, and game-changing innovation.

LFL in Partnership with Illumend

LFL is  closely collaborating with illumend, an AI-first partnership acceleration platform that’s building solutions in the insurance sector. The partnership leverages 15 years of insurance compliance expertise with LFL's creative technology and applied AI capabilities. The Illumend platform aims to make meaningful risk management accessible to all businesses by providing an intuitive interface for non-insurance professionals to track compliance.

Who We Are Seeking

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.

What You Will Do

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. This role is essential for building a scalable, product-led customer experience model, enabling our leadership to focus on strategic system design while you build the operational backbone.

We are looking for a highly adaptable, proactive problem-solver with a strong product and sales orientation who thrives in a fast-paced B2B SaaS environment where you are empowered to define and refine processes using technology and an AI-forward mindset.

The Customer Experience Architect owns the full customer relationship and journey, focusing on creating a scalable structure.

• 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)
• Specifically listen for and share insights on customer product behavior (e.g., in-app usage data from Pendo) to drive product feature prioritization

What You Will Need to be Successful

• 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

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.