Design and run lifecycle programs in Gainsight CS, including customer journeys, playbooks, health scoring, scorecards, and trigger logic
Own in-app engagements in Gainsight PX, including targeting, progressive guides, release highlights, cross-sell nudges, and experimentation
Operate the AI knowledge content loop by reviewing AI improvement insights, curating and approving AI-generated articles, coaching autoflows, and measuring deflection and resolution rates
Own knowledge governance including taxonomy, templates, authoring workflows, localization, publishing, SEO and AEO, and overall content lifecycle hygiene
Manage SMB onboarding and adoption orchestration systems in collaboration with the Digital CX leadership team
Orchestrate scaled Voice of the Customer feedback, funnel insights back to Product, and align lifecycle journeys with roadmap and releases
Track and analyze KPIs including adoption, feature utilization, time-to-value, engagement CTRs, self-serve resolution, CSAT, and renewal risk
Build dashboards and run experiments, including A/B testing

3–5 years of experience in Digital Customer Success, CS Operations, Customer Lifecycle, Marketing Ops, or Product Growth within a SaaS company
Hands-on expertise with Gainsight CS (Journey Orchestrator, health, rules) and Gainsight PX (in-app experiences and targeting)
Experience running email orchestration in Gainsight or similar tools
Strong comfort with data, including segmentation logic, usage metrics, experimentation, and dashboards
Nice to Have
Experience with Forethought Discover and Solve or similar AI support tooling
Knowledge Centered Service (KCS) practices, localization workflows, and help center SEO fundamentals
Familiarity with Answer Engine Optimization (AEO) best practices for AI-driven search
Experience building AI agents or agent-of-agents workflows
Experience with AI video content tools such as Synthesia or Colossyan

Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance , grocery vouchers, and travel insurance
In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love
Join a mission-driven team committed to making a real impact in the world of healthcare

Digital Customer Experience Programs Manager

Key skills