Job Description
Who We Are illumend is the AI-driven insurance compliance platform built to make complex workflows simple. After 15 years of industry expertise and millions of documents processed, we're reimagining how businesses track risk, manage partners, and stay compliant. Our platform brings clarity, speed, and intelligence to a space that's long been stuck in manual chaos - empowering non-insurance professionals with tools that finally feel intuitive.
What We Do • Digital Experience: We build connected, easy-to-navigate workflows that make compliance clear and manageable.
• Product Innovation: We design scalable tools that evolve with customer needs and unlock new efficiency.
• Immersive Experience: We blend AI, intuitive UX, and thoughtful design to create software people enjoy using.
• Applied AI: We integrate AI as the backbone of smarter decision-making, predictive intelligence, and meaningful automation.
Who We're Seeking illumend is looking for a dynamic Customer Experience Specialist to support the launch of a category-defining AI solution in an underserved market. This role sits at the ground floor of a fast-growing team where you'll operate with startup-level autonomy backed by years of proven industry traction.
This is not a traditional service role - it's a strategic, builder-focused position where you'll architect processes, shape customer journeys, and create systems that scale.
We're hiring someone who thrives in a fast, evolving B2B SaaS environment and is energized by designing structure, improving processes, and ensuring customers achieve long-term success.
What You Will Do As a Customer Experience Specialist, you'll own the full customer relationship, acting as both advisor and architect. You'll create a smooth, scalable journey from onboarding through adoption and retention.
Your Core Responsibilities • Own a portfolio of B2B customers and build strong, consultative relationships
• Monitor customer health and usage data through tools like Pendo, Totango, and HubSpot
• Identify churn risks early and deploy targeted outreach to protect retention
• Manage communication across all customer touchpoints for a consistent, high-quality experience
• Drive retention and uncover upsell/cross-sell opportunities with a sales-positive mindset
• Design scalable customer processes for onboarding, adoption, and expansion
• Lead onboarding for new customers with clear training, expectations, and timelines
• Identify recurring friction points and propose product-led solutions to eliminate them
• Educate users, deliver training sessions, and promote best practices
• Act as the "voice of the customer," translating insights into product recommendations
• Analyze customer feedback from surveys, calls, and engagement tools (Gong, Pendo, etc.)
• Use in-app behavior data to influence feature prioritization and roadmap decisions
What You'll Need to Be Successful • Proven B2B SaaS experience in Customer Success, Account Management, or Customer Experience
• Ability to bring clarity and structure to ambiguous, fast-changing environments
• Strong record of driving adoption, reducing churn, and improving customer health
• Sales-oriented mindset focused on value delivery, not just service
• Experience within the insurance industry, risk management, or compliance (preferred)
• Familiarity with Product-Led Growth strategies
• Hands-on experience with platforms like HubSpot, Pendo, Gong, or similar tools
• Comfort working with analytics and customer usage data to inform decisions
Equal Opportunity illumend is an equal opportunity employer. We welcome applicants of all backgrounds and are committed to creating an inclusive, accessible environment for every team member. We comply with all federal, state, and local employment laws and support accommodations for individuals with disabilities.
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