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 that leverage automation and AI to drive customer outcomes, working remotely.

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 a related customer-facing role
• Experience designing or managing digital customer success programs and workflows
• Demonstrated ability to build AI agents or conversational experiences
• Familiarity with Gainsight or similar customer success platforms
• Strong technical aptitude and data-driven mindset for measuring program effectiveness