Digital Customer Experience Manager

Job Summary

Owning the digital-first post-sales motion for early-stage and growth-track accounts, the full-time remote Digital Customer Experience Manager will design and implement engagement playbooks, manage health scoring models, and partner with RevOps to automate processes while focusing on retention and growth metrics.

Key responsibilities

• Design and own the digital CX playbook for scale accounts, including trigger logic and automated health monitoring
• Build and maintain a health scoring model for digital accounts, defining at-risk and breakout-track indicators
• Collaborate with RevOps to automate tools and processes, ensuring efficiency and effective customer engagement

Required qualifications

• Experience in Customer Success, Lifecycle, RevOps, or Growth within a B2B SaaS, developer tools, or AI/ML environment
• Proven track record of managing commercial outcomes such as NRR and retention through automated motions
• Comfortable managing a high-volume book of business with a focus on systems and repeatable processes
• Ability to analyze product usage data to identify risks and opportunities for customer engagement
• Familiarity with digital CX tools such as Intercom, Clay, Mixpanel, and Salesforce