Digital Customer Experience Manager

Celigo is a modern Integration and Automation Platform (iPaaS) on a mission to simplify how companies integrate, automate, and optimize processes. They are seeking a Digital Customer Experience Manager to deliver scalable, digital-first customer experiences that drive measurable customer outcomes, focusing on executing customer lifecycle strategies and building workflows.

Responsibilities:

• Build and execute digital customer lifecycle programs that improve adoption, engagement, and retention
• Translate customer experience strategy into hands-on execution, iterating based on results and customer feedback
• Build customer-facing and internal workflows in Celigo, including automation that supports lifecycle initiatives
• Begin building AI-enabled workflows in Celigo, rapidly learning new capabilities and patterns with support from technical partners
• Configure and build project-specific journeys, playbooks, and workflows in Gainsight, in partnership with the Gainsight admin
• Design and implement project-level automations and integrations required to support customer experience initiatives
• Use customer data and insights to identify opportunities to improve outcomes, such as time-to-value and product usage
• Collaborate closely with Customer Success, CS Operations, Product, and Marketing to align digital experiences to customer needs
• Experiment with new approaches, test hypotheses, and refine programs over time
• Document workflows, processes, and learnings to support repeatability and scale

Requirements:

• Strong technical aptitude with the ability and desire to quickly learn new tools and technologies
• Demonstrated ability to execute hands-on, building workflows, automations, and programs
• Naturally curious problem-solver who is comfortable experimenting and iterating
• Comfortable starting from an existing strategy while contributing ideas to improve execution
• Strong communication and cross-functional collaboration skills
• 4+ years of experience in Customer Success, Account Management, or a related customer-facing role
• Experience using data to assess customer behavior and measure program impact
• Experience building workflows or integrations in Celigo or another platform, including exposure to AI-driven automation
• Experience building journeys, playbooks, or programs in Gainsight (without owning overall platform optimization)
• Experience creating project-level automations or integrations, ideally using iPaaS tools
• Experience designing or managing digital or tech-touch customer success programs
• Familiarity with AI tools or concepts applied to customer experience or operations
• Understanding of SaaS customer lifecycle metrics and customer health indicators