Customer Experience Automation Manager

Celigo

9d•$90,000 - $120,000•Remote

About The Position

Celigo is seeking a Customer Experience Automation Manager to design and scale digital-first customer experiences that drive measurable customer outcomes. This is a hands-on individual contributor role reporting to the Director of Customer Success. You will own the strategy and execution of digital engagement programs across the customer lifecycle, leveraging automation, AI, and agentic experiences to help customers achieve faster time-to-value, stronger adoption, and long-term success. You will build intelligent customer journeys that proactively guide customers to desired outcomes through personalized in-app experiences, automated workflows, and AI-powered agents. Success in this role means customers receive the right guidance at the right time through a combination of AI agents, automation, and digital experiences—enabling them to achieve outcomes faster while allowing Customer Success teams to focus on high-value interactions.

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.

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.