Customer Experience Automation Manager

Integration meets Innovation At Celigo, we believe integration should empower — not exhaust — innovation. As a modern Integration and Automation Platform (iPaaS), we’re on a mission to simplify how companies integrate, automate, and optimize processes. Powered by game-changing technology like runtime AI and prebuilt, mission-critical integrations, Celigo is redefining how businesses connect their world. Celigo is seeking a Customer Experience Automation Manager to design and scale digital-first customer experiences that drive measurable customer outcomes. This is a hands-on individual contributor role reporting to the Director of Customer Success. You will own the strategy and execution of digital engagement programs across the customer lifecycle, leveraging automation, AI, and agentic experiences to help customers achieve faster time-to-value, stronger adoption, and long-term success. You will build intelligent customer journeys that proactively guide customers to desired outcomes through personalized in-app experiences, automated workflows, and AI-powered agents. Success in this role means customers receive the right guidance at the right time through a combination of AI agents, automation, and digital experiences—enabling them to achieve outcomes faster while allowing Customer Success teams to focus on high-value interactions. What would you do if hired? Design and execute digital customer engagement strategies that improve adoption, retention, and customer outcomes. Build and optimize AI-powered customer experiences, including onboarding agents, adoption agents, support agents, and lifecycle engagement programs. Create proactive, personalized digital journeys that guide customers toward key milestones and business outcomes. Develop agentic experiences that leverage customer data, product usage, and lifecycle signals to deliver contextual recommendations and next best actions. Build customer-facing and internal workflows in Celigo that automate lifecycle activities and drive scale across the Customer Success organization. Configure and build customer journeys, playbooks, health programs, and digital engagement workflows in Gainsight in partnership with the Gainsight administrator. Design and implement project-level automations and integrations required to support customer experience initiatives. Partner with Customer Success, Product, Marketing, and Operations teams to identify opportunities where AI agents and digital experiences can improve customer outcomes. Analyze customer behavior, engagement patterns, and adoption data to identify opportunities for optimization and intervention. Define success metrics for digital programs, including adoption, engagement, time-to-value, self-service utilization, and customer outcomes. Experiment with new approaches, test hypotheses, and iterate rapidly based on customer feedback and performance data. Document frameworks, best practices, and reusable components to enable repeatability and scale across digital customer programs. Who are we looking for? Skills & Abilities Strong technical aptitude with the ability and desire to quickly learn new tools and technologies. Demonstrated ability to design and build digital customer experiences using automation, AI, and workflow technologies. Experience thinking in terms of customer outcomes and designing scalable engagement strategies that influence customer behavior. Strong understanding of how AI agents, conversational experiences, and automation can enhance the customer journey. Naturally curious problem-solver who is comfortable experimenting, iterating, and adopting emerging technologies. Ability to translate customer needs into scalable digital experiences and engagement motions. Strong communication and cross-functional collaboration skills. Data-driven mindset with the ability to measure program effectiveness and continuously optimize outcomes. Education & Experience 4+ years of experience in Customer Success, Digital Customer Success, Customer Experience, Product Adoption, or a related customer-facing role. Experience designing or managing digital or tech-touch customer success programs. Experience building workflows or integrations in Celigo or another automation platform, including AI-enabled workflows. Experience designing, deploying, or managing AI agents, conversational experiences, or digital assistants. Experience building journeys, playbooks, and lifecycle programs in Gainsight or a similar customer success platform. Experience using customer data and behavioral signals to drive engagement and measure outcomes. Familiarity with customer lifecycle metrics, including adoption, retention, health, engagement, and time-to-value. Understanding of SaaS customer success strategies and how digital engagement complements human-led interactions. Experience creating project-level automations or integrations using iPaaS tools. Familiarity with experimentation frameworks, customer journey mapping, and outcome-based program design. Celigo reasonably expects to pay a base salary between $90,000 and $120,000 per year for this position. Actual starting base pay will be determined by skills, experience, geographic location, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, benefits, or other perks as outlined in any formal employment offer made. Celigo is proud to be A 2025 Gartner Customers’ Choice for iPaaS. The only vendor to receive this award. Celigo is a Visionary in the Gartner Magic Quadrant for iPaaS for the second consecutive year Celigo is ranked #1 iPaaS on G2 for multiple quarters and named a Leader in both B2B/EDI and API Management. Celigo is a leading intelligent automation platform that puts the power of automation in the hands of every team, unifying workflows from the predictable to the fully agentic in a single platform. Here you'll experience Remote-first culture, built on trust, collaboration, and transparency A high-growth, inclusive work environment where innovation thrives, and ideas are implemented Lightspeed learning opportunities to keep you at the leading edge of your field Exceptional coworkers who challenge and inspire you daily Competitive compensation and benefits, including: Three weeks of vacation (starting year one) Wellness days and holidays to recharge Parental leave and a generous benefits package Monthly tech stipend Recognition and career development opportunities Diversity, Equity, Inclusion, and Accessibility As a company, one of the values we hold most dear is fostering a safe, collaborative environment to bring out the best in us, so we created our Taking a Stand Initiative. Our TAS initiative is a volunteer committee open to all Celigans, with representation from underrepresented voices within our company. We believe, unequivocally, that everyone deserves to be in a place where they feel welcome as they are. Learn more about Taking a Stand. Celigo is proud to be an equal-opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, national origin, religion, creed, age, disability, sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military and veteran status, or any other characteristic protected by applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.