Mid Level CX Digital Program 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 is the leading AI-powered business management platform for service-based business owners, and they are seeking a CX Digital Program Lead to shape their strategy for scalable, data-driven customer engagement experiences. This impactful role involves designing in-product engagement pathways, leading experimentation with AI tools, and collaborating with cross-functional teams to enhance customer education and retention.

Artificial Intelligence (AI) Finance FinTech SaaS Financial Services Small and Medium Businesses

Comp. & Benefits Unicorn with $2.4B valuation

Responsibilities

Design and launch in-product engagement pathways that encourage adoption of critical features like our AI Suite and Business Partner Chat

Define and measure success through KPIs such as campaign-triggered WAU (Weekly Active Users), feature activation, and project/session milestones

Lead experimentation with emerging AI tools (ex. chatbots, LLM powered guidance) to enhance customer education and retention

Build and iterate in-product journeys using platforms like Pendo or Appcues, integrating with source-of-truth event data and validating that targeting logic, triggers, and success tracking

Partner closely with Product, Marketing, and Support teams to ensure your programs are strategically aligned and well-integrated with the ecosystem of educational content

Use product analytics and customer feedback to guide decisions, iterate on engagement strategies, and prioritize highest-impact opportunities

Qualification

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

Required

5+ years of experience in digital customer experience or lifecycle engagement, ideally in a SaaS or platform-driven environment

2+ years managing in-product engagement platforms like Pendo, Appcues, or Intercom

Proven success driving adoption through segmentation, targeting, and scalable campaign design

Strong technical aptitude and hands-on experience with data tools and systems

Proficiency in SQL, with the ability to own the data needed to execute on your scope of work

Experience testing or deploying AI-driven tools in customer engagement or support contexts—with measurable outcomes

Comfort working closely with engineering teams and navigating codebases, Git repositories, and API documentation

Strong cross-functional program leadership in fast-paced, collaborative environments

High comfort with analytics, experimentation frameworks, and iterative optimization

AI-powered business management platform for small businesses.

Digital customer experience In-product engagement platforms Data analysis tools SQL proficiency AI-driven tools experience