Customer Experience Automation Manager

Celigo is a modern Integration and Automation Platform (iPaaS) on a mission to simplify how companies integrate, automate, and optimize processes. The Customer Experience Automation Manager will design and scale digital-first customer experiences that drive measurable customer outcomes, focusing on leveraging automation and AI to enhance customer engagement and success.

Responsibilities:

• Design and execute digital customer engagement strategies that improve adoption, retention, and customer outcomes
• Build and optimize AI-powered customer experiences, including onboarding agents, adoption agents, support agents, and lifecycle engagement programs
• Create proactive, personalized digital journeys that guide customers toward key milestones and business outcomes
• Develop agentic experiences that leverage customer data, product usage, and lifecycle signals to deliver contextual recommendations and next best actions
• Build customer-facing and internal workflows in Celigo that automate lifecycle activities and drive scale across the Customer Success organization
• Configure and build customer journeys, playbooks, health programs, and digital engagement workflows in Gainsight in partnership with the Gainsight administrator
• Design and implement project-level automations and integrations required to support customer experience initiatives
• Partner with Customer Success, Product, Marketing, and Operations teams to identify opportunities where AI agents and digital experiences can improve customer outcomes
• Analyze customer behavior, engagement patterns, and adoption data to identify opportunities for optimization and intervention
• Define success metrics for digital programs, including adoption, engagement, time-to-value, self-service utilization, and customer outcomes
• Experiment with new approaches, test hypotheses, and iterate rapidly based on customer feedback and performance data
• Document frameworks, best practices, and reusable components to enable repeatability and scale across digital customer programs

Requirements:

• Strong technical aptitude with the ability and desire to quickly learn new tools and technologies
• Demonstrated ability to design and build digital customer experiences using automation, AI, and workflow technologies
• Experience thinking in terms of customer outcomes and designing scalable engagement strategies that influence customer behavior
• Strong understanding of how AI agents, conversational experiences, and automation can enhance the customer journey
• Naturally curious problem-solver who is comfortable experimenting, iterating, and adopting emerging technologies
• Ability to translate customer needs into scalable digital experiences and engagement motions
• Strong communication and cross-functional collaboration skills
• Data-driven mindset with the ability to measure program effectiveness and continuously optimize outcomes
• 4+ years of experience in Customer Success, Digital Customer Success, Customer Experience, Product Adoption, or a related customer-facing role
• Experience designing or managing digital or tech-touch customer success programs
• Experience building workflows or integrations in Celigo or another automation platform, including AI-enabled workflows
• Experience designing, deploying, or managing AI agents, conversational experiences, or digital assistants
• Experience building journeys, playbooks, and lifecycle programs in Gainsight or a similar customer success platform
• Experience using customer data and behavioral signals to drive engagement and measure outcomes
• Familiarity with customer lifecycle metrics, including adoption, retention, health, engagement, and time-to-value
• Understanding of SaaS customer success strategies and how digital engagement complements human-led interactions
• Experience creating project-level automations or integrations using iPaaS tools
• Familiarity with experimentation frameworks, customer journey mapping, and outcome-based program design