Senior CX Automation & Workflow Architect

Socket.dev; United States; On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Flexible time off

Equity options

401(k) with company match

Parental leave

Wellness stipend

Learning & development

Volunteer time off

Job summary

8am is seeking a technically-minded senior individual contributor to drive CX automation and roadmap initiatives. This hands-on role scopes early ideas into concrete plans and personally builds automation, workflows, or integrations that deliver value across CX, BI, Sales, and Marketing.

You will partner with Business Systems, Engineering, and cross-functional teams to ensure projects solve real problems, write developer-ready tickets, and push adoption through enablement and training.

Qualifications

• 4-6+ years in Customer Success/Experience Operations, Revenue Operations, or Business Operations in B2B SaaS.
• Proficiency with Salesforce and Intercom: build reports, dashboards, in-app messaging, surveys, and workflow automations.
• Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight.
• Strong written and verbal communication skills.
• Preferred: Salesforce Administrator certification, Intercom experience, survey-building tools (e.g., Delighted, Qualtrics, or similar), in-app messaging platforms, hands-on experience applying AI tools to operational workflows. SQL or BI tool proficiency.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Responsibilities

• Identify where new automation and AI can create leverage across the CX org, and scope early-stage ideas from stakeholders across CX into concrete, buildable project plans.
• Partner directly with Business Systems and Engineering on infrastructure-level builds for new initiatives, ensuring new projects solve the right cross-functional problem from the start.
• Bring technical depth to existing systems (e.g. Salesforce, Intercom) as needed, diagnosing underperforming workflows, writing developer-ready tickets, and rebuilding automation or routing logic when required.
• Partner with Enablement to increase adoption of new workflows and automations, training, documentation, and change management for end users.
• Convert CX data (NPS/CSAT, retention, support and success metrics) into actionable recommendations for leadership.
• Maintain clear, current visibility into initiative status, risks, and dependencies for stakeholders, surfacing issues before they escalation.
• Operate as a self-directed driver on assigned initiatives, surfacing blockers and aligning stakeholders without needing to be chased.

Tools

Salesforce

Intercom

Job description

8am is seeking a technically-minded senior individual contributor to drive CX automation and roadmap initiatives. This hands-on role scopes early ideas into concrete plans and personally builds automation, workflows, or integrations that deliver value across CX, BI, Sales, and Marketing.

You will partner with Business Systems, Engineering, and cross-functional teams to ensure projects solve real problems, write developer-ready tickets, and push adoption through enablement and training.