Customer Experience Automation Manager

Job Summary

Designing and scaling digital-first customer experiences, the full-time Customer Experience Automation Manager will own the strategy and execution of digital engagement programs, leveraging 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 overall customer outcomes
• Build and optimize AI-powered customer experiences, including onboarding and support agents, and lifecycle engagement programs
• Analyze customer behavior and engagement patterns to identify opportunities for optimization and intervention

Required qualifications

• 4+ years of experience in Customer Success, Digital Customer Success, or a related customer-facing role
• Experience designing or managing digital customer success programs and building workflows in automation platforms
• Strong understanding of AI agents and automation's role in enhancing the customer journey
• Experience using customer data to drive engagement and measure outcomes
• Familiarity with customer lifecycle metrics, including adoption and retention