CX Growth & AI Engagement Lead

Jobright.ai; San Francisco (CA); On-site; USD 140,000 - 210,000; Full time

Job summary

HoneyBook, a leading AI-powered platform for service-based businesses, seeks a CX Digital Program Lead in San Francisco to shape scalable, data-driven customer engagement. You will design in-product pathways, lead AI experimentation, and partner with Product, Marketing, and Support to educate and retain customers.

You will manage engagement platforms, own analytics, and drive campaigns that improve activation, retention, and WAU, while collaborating with engineering to integrate data flows and

Qualifications

• 5+ years of digital customer experience or lifecycle engagement in SaaS/platforms.
• 2+ years managing in-product engagement platforms (Pendo/Appcues/Intercom).
• Proven success in driving adoption via segmentation, targeting, scalable campaigns.
• Strong data/tools aptitude and hands-on data ownership.
• Experience testing or deploying AI-driven tools in customer engagement contexts.

Responsibilities

• Design and launch in-product engagement pathways to promote adoption of features like AI Suite and Partner Chat.
• Define and measure success with KPIs such as WAU, feature activation, and milestones.
• Lead experimentation with AI tools to enhance education and retention.
• Build in-product journeys using Pendo or Appcues with accurate event data and tracking.
• Collaborate with Product, Marketing, and Support to align programs with educational content.
• Use analytics and customer feedback to guide decisions and iterate engagement strategies.

Skills

Digital customer experience

In-product engagement platforms

Data analysis tools

SQL proficiency

AI-driven tools experience

Cross-functional leadership

Creative process design

Fast learner

Collaboration skills

Tools

Pendo

Appcues

Intercom

Job description

HoneyBook, a leading AI-powered platform for service-based businesses, seeks a CX Digital Program Lead in San Francisco to shape scalable, data-driven customer engagement. You will design in-product pathways, lead AI experimentation, and partner with Product, Marketing, and Support to educate and retain customers.

You will manage engagement platforms, own analytics, and drive campaigns that improve activation, retention, and WAU, while collaborating with engineering to integrate data flows and