Job Description
📋 Description Own strategy, architecture, and execution of automated AI-powered engagement. Design tiered engagement by lifecycle, usage patterns, and business profile. Partner with Technical CS to define hand-offs between automated and human engagement. Build AI workflows for personalized engagement via email, in-app, and chat. Hybrid role; in-office 3 days/week in NYC. Lead a team while building tooling, workflows, and data analysis. 🎯 Requirements Proven track record building a tech-touch/digital CS program from zero, with tooling and sequences. Hands-on with agentic AI tools and workflow automation (Gainsight, Totango, Intercom, Zapier, Make). Direct experience orchestrating multi-channel engagement across email, in-app, and chat. Strong analytical foundation: build health score from raw data and drive decisions. Experience building and maintaining KPI dashboards and operational reporting frameworks. Willingness to travel 10-25%. 🎁 Benefits Health plans and paid time off. 401K with company match. Hybrid work: 3 days/week in NYC office. Equal opportunity employer.
