Senior Digital CS Architect: AI-Driven Scalable Journeys

Bloomberg Industry Group; Arlington (VA); On-site; USD 160,000 - 205,000; Full time

Job summary

Bloomberg Industry Group is seeking a Senior Digital Customer Success Strategist to build automated, One-to-Many journeys from onboarding to renewal and to implement AI-powered workflows that drive adoption and retention. You will partner with Revenue, Product, Marketing, and Engineering to improve product adoption, customer health, and operational efficiency in a compliance-sensitive SaaS environment.

The role focuses on scalable, data-driven programs with cross-functional collaboration,

Qualifications

• 10+ years in Digital Customer Success, CS Operations, Revenue Operations, or Program Management in a SaaS or product-led environment.
• Experience building One-to-Many email programs and digital business review programs.
• Strong understanding of the customer lifecycle, from onboarding through renewal.
• Experience with CRM systems, marketing/lifecycle automation tools, in-app engagement platforms, and BI/reporting tools.
• Experience applying AI-powered tools within CS workflows.
• Strong written communication, general data analytics proficiency, and program management skills across concurrent initiatives and stakeholders.

Responsibilities

• Build digital customer journeys: Design and manage automated lifecycle programs spanning onboarding through renewal, including segmentation, triggers, and channel strategy.
• Create scalable, One-to-Many email programs: Own lifecycle nurtures, feature adoption campaigns, and renewal/risk-based outreach, with dynamic content and trigger logic based on usage, health score, and lifecycle stage.
• Design scaled digital business reviews: Build automated EBR/QBR alternatives, including health snapshots, ROI summaries, and next-best-action recommendations, with logic for when a human-led review is warranted.
• Leverage AI-powered automation: Apply AI to content generation, account summarization, next-best-action recommendations, and intelligent routing, balancing efficiency with accuracy and compliance.
• Use data to drive personalization: Apply segmentation, usage data, and health scores to inform programs; own reporting on adoption, engagement, retention, and program impact.
• Partner cross-functionally: Align digital programs with product launches, feature adoption, and CS initiatives across Revenue, Product, Marketing, and Engineering.
• Iterate and experiment: Test and refine messaging, segmentation, and trigger logic to improve engagement and outcomes.

Job description

Bloomberg Industry Group is seeking a Senior Digital Customer Success Strategist to build automated, One-to-Many journeys from onboarding to renewal and to implement AI-powered workflows that drive adoption and retention. You will partner with Revenue, Product, Marketing, and Engineering to improve product adoption, customer health, and operational efficiency in a compliance-sensitive SaaS environment.

The role focuses on scalable, data-driven programs with cross-functional collaboration,