Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We are seeking a dynamic, client-facing User Success Leader to drive adoption, engagement, and business value for our Prism platform—an AI-powered CX intelligence and analytics solution.
This role sits at the center of client relationships, Insight delivery and storytelling, and product adoption and expansion.
The User Success Leader will act as the bridge between data, insights, and client impact, ensuring our partners not only understand Prism outputs but confidently act on them to improve their business.
This is a consultative, analytical, and execution-focused role.
As User Success Leader, You Will…
• Serve as the primary point of contact for Prism clients.
• Build strong relationships with stakeholders across:
◦ Operations.
◦ CX / Customer Service.
◦ Analytics / Reporting.
◦ Client Partners.
• Lead recurring meetings:
◦ Weekly Business Reviews (WBRs).
◦ Monthly / Quarterly Business Reviews (MBRs/QBRs).
• Ensure clients are aligned on goals, priorities, and outcomes.
• Translate Prism data and analysis into:
◦ Clear, executive-ready insights.
◦ Actionable recommendations.
• Package insights across:
◦ Contact drivers.
◦ Customer sentiment and resolution.
◦ Operational friction (people, process, tools).
• Tell a compelling story that connects data → business impact:
◦ Cost savings.
◦ Revenue opportunities.
◦ Customer experience improvements.
• Drive adoption and effective usage of Prism dashboards and insights.
• Train users on how to interpret data and how to apply insights to their operations.
• Build client confidence in:
◦ AI-generated insights.
◦ Reporting outputs.
• Identify gaps in adoption and proactively address them.
• Coordinate onboarding of new clients, including:
◦ Data access and integration tracking.
◦ Timeline management.
◦ Deliverables and milestones.
• Maintain clear documentation of:
◦ Client configurations.
◦ Reporting setups.
◦ Key initiatives and action plans.
• Partner with internal teams (Product, Data, Prompt Engineering) to ensure delivery aligns with client needs.
• Ensure insights don’t stop at reporting—drive execution and outcomes.
• Work with clients to prioritize opportunities, track actions taken, and measure the impact of changes.
• Act as a strategic advisor, not just a presenter.
• Gather client feedback on:
◦ Data accuracy.
◦ Insight relevance.
◦ Platform usability.
• Translate feedback into product enhancements, prompt improvements, and new reporting opportunities.
• Partner with internal teams to continuously improve Prism offerings.
As a User Success Leader, You Need…
• 4+ years of experience in Customer Success, Account Management, Consulting, and/or Training/Curriculum Development (Required).
• Must have experience working with data, dashboards, or analytics platforms.
• Must have experience in Customer Experience (CX), Contact Centers, or BPO environments.
• Experience working with enterprise clients.
• A background in training, enablement, or onboarding.
• Highly organized with strong program/project management skills.
• Ability to translate complex data into simple, actionable insights.
• Strong storytelling ability, with a proven track record of turning data into compelling business narratives.
• Comfortable working with technical teams (data analysts, engineers, AI/prompt teams).
• An analytical mindset can interpret trends and ask the right questions.
• High energy, personable, and confident; builds trust quickly with clients.
• Strong communication and presentation skills.
• Ability to confidently engage with executive stakeholders.
• Strong ownership mentality and accountability.
• A proactive and solution-oriented mindset.
• Ability to manage multiple clients and priorities simultaneously.
• Comfortable operating in a fast-paced, evolving environment.
• Passion for new technology and driving innovation.
• Familiarity with AI, prompt engineering, or conversational analytics.
