Customer Experience Automation Manager

Job Summary

Designing and scaling digital-first customer experiences, the full-time Customer Experience Automation Manager will manage digital engagement programs across the customer lifecycle, utilizing automation and AI to enhance customer outcomes in a remote work environment.

Key responsibilities

• Design and execute digital customer engagement strategies to improve adoption, retention, and outcomes
• Build and optimize AI-powered customer experiences, including onboarding and support agents
• Create proactive, personalized digital journeys that guide customers toward key milestones

Required qualifications

• 4+ years of experience in Customer Success, Digital Customer Success, or related roles
• Experience designing or managing digital customer success programs and workflows
• Proficiency in building journeys and lifecycle programs in Gainsight or similar platforms
• Strong technical aptitude for automation and AI technologies
• Familiarity with customer lifecycle metrics and SaaS customer success strategies