Customer Experience Automation Lead
Digital Journey Strategy & Orchestration Own the orchestration framework for digital customer journeys across onboarding, stabilization, adoption, maturity, renewal, and expansion stages. Design and optimize digital lifecycle programs that align to the broader customer journey and complement human-led engagement. Translate CX strategy into scalable digital engagement models that support Customer Success, Implementation Services, Post-Live Services, Managed Services, and other Identify manual, repetitive workflows across Customer Success, Implementation Services, Post-Live Services, Managed Services, and CX Operations, then design scalable digital automation solutions. Reduce friction in cross-functional processes such as risk escalation, renewal readiness, adoption campaigns, and executive engagement tracking. Automate milestone tracking, risk triggers, task routing, and internal notifications across CX teams. Standardize repeatable digital playbooks and embed them into systems to improve execution consistency and reduce variability. Build conditional logic and branching journeys that adapt to customer behavior and business signals. Prioritize and execute a rolling orchestration roadmap, balancing speed of delivery with long-term scalability. Rapidly deploy lightweight automation (e.g., triggers, alerts, single-step workflows) to address immediate CX friction points while building toward more comprehensive journey programs. Serve as the primary digital orchestration partner to CX Strategy & Design, advising on scalable execution approaches and system feasibility. Partner with Digital Customer Success Managers and other CX leaders to operationalize adoption insights, risk indicators, and expansion signals into lifecycle triggers and workflows. Collaborate with Content teams to ensure messaging is sequenced appropriately within digital journeys. Work with CX Operations to align orchestration logic with health scoring models, reporting frameworks, and segmentation strategy. Partner with Implementation Services, Post-Live Services, and Managed Services leadership to ensure digital journeys reinforce broader retention, risk mitigation, and revenue goals. Support implementation of AI-assisted workflows and digital engagement capabilities that improve CX scalability. Ensure AI-enabled programs are governed, measurable, and aligned to customer experience standards. Evaluate emerging technologies that strengthen digital orchestration capabilities across the customer lifecycle. Provide leadership with clear visibility into digital program effectiveness, performance trends, and business impact. Establish a test-and-learn model, with frequent iteration cycles to continuously improve journey performance. Establish documentation standards and change control practices for digital journey architecture. Develop and maintain a library of reusable journey components, triggers, and templates to accelerate build and deployment cycles. Design multi-step, rules-based journeys based on segmentation, health signals, product usage, customer maturity, and sentiment. Ensure digital programs balance intelligent automation with timely, high-value human engagement. Design and build initial versions of high-priority digital journeys, ensuring rapid time-to-launch and iterative improvement. Apply a minimum viable journey approach to deliver value quickly, followed by structured iteration and optimization. 6+ years of experience in Customer Success, CX Operations, digital customer engagement, systems, lifecycle strategy, service design, or related SaaS roles. 3+ years of hands-on experience building digital journeys and workflow automation in platforms such as Gainsight, Salesforce, or similar CX/CRM systems. Strong understanding of the full SaaS customer lifecycle, including onboarding, adoption, steady state, value realization, and renewal, and expansion motions. Experience using predictive signals, scoring models, or AI-enabled insights to inform customer engagement. Strong analytical skills, with the ability to translate customer and operational data into scalable workflow logic. Experience in enterprise SaaS, HCM, or Workforce Management. Familiarity with renewal forecasting workflows, risk escalation models, and customer health frameworks. Experience with digital customer success, lifecycle automation, or journey orchestration programs. Experience with process improvement or workflow optimization methodologies.