Sr Customer Experience Manager

HHAeXchange•New York, NY

7d•$130,000 - $150,000•Hybrid

About The Position

The Senior Customer Experience Manager will build and run the automated engagement programs that drive product adoption at scale across our customer base and products. Reporting to the VP of Customer Experience, this role sits at the intersection of lifecycle marketing, applied analytics, and hands-on execution. You will build and continuously optimize the multi-step campaigns and journeys that move customers from onboarding through activation, retention, and risk intervention. You'll stand up the measurement frameworks behind them and own the outcomes end to end – running a/b tests, reading the results, and iterating to keep improving performance – and you'll be a close, strategic partner to the VP of Customer Experience in shaping where the roadmap goes next. This is a deeply hands-on role: you will be in the tooling, in the data, and in the campaign logic every day. This is a hybrid position, 3x a week in-office at our New York City office location. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

8+ years of relevant experience.
3–5+ years in progressively senior/specialized roles in lifecycle marketing and customer tech touch experience.
Proven track record building a tech-touch or digital CS program from zero: you have stood up the tooling, designed the campaign and journey logic, launched the sequences, and measured the outcomes – not inherited a running system.
Deep, hands-on experience with agentic AI tools and workflow automation platforms (e.g., Gainsight, Totango, Intercom, Salesloft, Zapier, Make, or similar) – not as an end user, but as a builder.
Direct experience building multi-channel customer engagement across email, in-app messaging, and chat, with a working understanding of how channel, timing, and content interact to drive behavior.
Strong analytical foundation: you can construct a health score from raw data, read churn signals in a cohort analysis, and translate both into campaign and journey decisions without needing someone else to interpret the data for you.
Hands-on experience with the tools of the trade – SQL, spreadsheets, and BI/reporting platforms (e.g., Looker, Tableau, or similar) – to build and maintain dashboards and reporting frameworks used in real operational decisions, not just assembled for a slide.
Demonstrated ability to own execution end-to-end with minimal oversight – from campaign build, to data pipeline, to leadership-ready reporting – and to prioritize your own workload across competing lifecycle and analytics priorities.

Responsibilities

Design and build multi-step, automated engagement campaigns across the full customer journey – onboarding, activation, retention, and churn/risk intervention – spanning email, in-app messaging, and chat.
Build and maintain agentic AI workflows and automated outreach sequences that respond in real time to product usage and behavioral signals, surfacing the right message through the right channel at the right moment.
Map and continuously refine journey logic for how customers progress from first login through advanced feature adoption, tailoring paths to role, use case, and activation stage.
Build tiered engagement logic and the underlying tooling stack for the SMB segment, so routine moments in the customer lifecycle are handled without relying on high-touch human intervention.
Configure AI-assisted outbound workflows that prioritize accounts by risk or opportunity and equip agents with contextual next-best-action guidance.
Build automated intervention campaigns that trigger when churn precursors or engagement drops are detected, including hand-off logic that routes at-risk accounts to human CS or support with full context packaged for the receiving team.
Partner with Technical Customer Care and the education/training teams to keep campaign content, learning pathways, and hand-off criteria current as products and adoption patterns evolve.
Build and maintain the health scoring model that synthesizes product usage, engagement signals, support volume, and billing behavior into a single, actionable signal that feeds directly into campaign logic.
Build and maintain the KPI framework – defining and tracking the metrics that matter (adoption rates, time-to-value, health score distribution, intervention outcomes, churn by cohort) – and the dashboards that give leadership and the team real-time visibility into program performance.
Build the data pipelines and reporting logic behind automated, account-level performance summaries and AI-drafted recommendations, ensuring outputs are specific, accurate, and credible to the customer.
Run a continuous testing and experimentation cadence on campaigns, journeys, and health-score logic – forming hypotheses, structuring tests, analyzing results, and iterating on what you build.
Report out on campaign and journey performance to leadership and the broader team on a regular cadence, translating data into clear takeaways and recommended next steps.
Other duties as assigned by supervisor or HHAeXchange leader.