About The Role

Architect and build the end-to-end tech-touch CS program for the SMB segment — define the engagement and adoption model, tooling stack, automation logic, and success criteria.
Design tiered engagement strategies that account for customer lifecycle stage, product usage patterns, and business profile — without relying on high-touch human intervention for routine moments.
Partner with Technical Customer Care to design and implement the operating model for how automated and human-assisted engagement intersect, including clear hand-off criteria and escalation paths.

Build and manage agentic AI workflows that trigger personalized engagement nudges across email, in-app messaging, and chat based on real-time behavioral signals.
Deploy automated outreach sequences that respond dynamically to product usage data — surfacing the right message, at the right moment, through the right channel.
Implement AI-assisted outbound calling workflows that prioritize accounts by risk or opportunity and equip agents with contextual next-best-action guidance.

Design just-in-time adoption experiences that adapt to a customer's role, use case, and activation stage — delivering the right training content when and where they need it.
Build automated learning pathways that progress customers from initial setup through advanced feature adoption, with progress tracked and insights surfaced to leadership.
Partner with the education and training teams to ensure content is structured for automated delivery and continuously updated based on product updates and adoption data.

Develop and maintain a health scoring model that synthesizes product usage, engagement signals, support volume, and billing behavior into automated campaigns that drive adoption.
Build AI-powered risk flagging workflows that identify churn precursors — disengagement patterns, missed milestones, usage drops — and trigger automated intervention before risk escalates.
Define and implement automated hand-off protocols that route at-risk accounts to human CS or support teams when risk thresholds are breached, with full context packaged for the receiving team.

Design and deploy automated QBR delivery for the SMB segment — generating account-level performance summaries, adoption benchmarks, and AI-drafted next-step recommendations without requiring manual preparation.
Build the data pipelines and AI prompting logic needed to produce QBR outputs that are specific, actionable, and credible to the customer.

Design the KPI framework — defining the metrics that matter (adoption rates, time-to-value, health score distribution, automated intervention outcomes, churn rate by cohort) and how they are tracked and reported.
Build and maintain dashboards that give leadership a clear, real-time view of program performance and allow the team to identify optimization opportunities quickly.
Establish a continuous testing and iteration cadence for engagement sequences, health score logic, and automation workflows.

Proven track record building a tech-touch or digital CS program from zero: you have stood up the tooling, designed the logic, launched the sequences, and measured the outcomes — not inherited a running system.
Deep, hands-on experience with agentic AI tools and workflow automation platforms (e.g., Gainsight, Totango, Intercom, Salesloft, Zapier, Make, or similar) — not as an end user, but as a builder.
Direct experience orchestrating multi-channel customer engagement across email, in-app messaging, and chat, with an understanding of how channel, timing, and content interact to drive behavior.
Strong analytical foundation: you can construct a health score from raw data, read churn signals in a cohort analysis, and translate both into program decisions without needing a data analyst to interpret for you.
Experience building and maintaining KPI dashboards and reporting frameworks that are used in real operational decisions — not just created for a QBR slide.
Player-coach capability: you have managed a team of CS, operations, or program managers and can also execute individually when the work demands it.

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Director, Customer Experience