Senior Manager, Digital AI Success

Job Summary

Acting as the strategic bridge between Customer Success and IT, the remote Senior Manager, Digital AI Success will architect the Digital & AI Success experience across the post-sales customer lifecycle, identifying AI integration opportunities and ensuring IT delivery aligns with customer needs.

Key Responsibilities

• Proactively identify AI and automation opportunities to enhance customer experiences and define expected ROI for initiatives
• Translate high-level business goals into detailed Business Requirement Documents and collaborate with UX/UI designers and IT architects
• Serve as the "Voice of the Customer" within IT, leading refinement sessions to ensure alignment with Customer Success vision

Required Qualifications

• 15+ years of experience in Product Management, Business Analysis, or Digital Strategy roles
• Strong conceptual understanding of LLMs, Machine Learning, and Data Workflows
• Proven track record of delivering enterprise-scale digital transformation initiatives
• Strong technology acumen in Open AI, Cloud CX solutions, and Omni-Channel Strategy
• Experience with Customer & Journey Analytics