Remote AI-Powered CX Automation Lead

Celigo; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Three weeks of vacation

Wellness days

Parental leave

Monthly tech stipend

Career development opportunities

Job summary

Celigo is seeking a Customer Experience Automation Manager to design and scale digital-first customer experiences that drive measurable outcomes. This hands-on role reports to the Director of Customer Success and owns strategy across the customer lifecycle, leveraging automation, AI, and agentic experiences to guide customers to value.

You will build intelligent journeys, automate workflows, and deploy AI-powered agents to support onboarding, adoption, and lifecycle engagement, partnering with

Qualifications

• 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.

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.

Skills

Automation

AI agents

Digital journeys

Gainsight

Customer outcomes

Lifecycle engagement

Tools

Gainsight

Celigo

Job description

Celigo is seeking a Customer Experience Automation Manager to design and scale digital-first customer experiences that drive measurable outcomes. This hands-on role reports to the Director of Customer Success and owns strategy across the customer lifecycle, leveraging automation, AI, and agentic experiences to guide customers to value.

You will build intelligent journeys, automate workflows, and deploy AI-powered agents to support onboarding, adoption, and lifecycle engagement, partnering with