What You’ll Own

Tech-Touch CS Program Design & Scaling

• 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.

Agentic AI Workflows & Automated Engagement

• 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.

Personalized Onboarding & Adoption Journeys

• 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.

Account Health, Risk Monitoring & Intervention

• 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.

Automated QBRs & AI-Generated Recommendations

• 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.

KPI Framework & Performance Measurement

• 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.

Other Job Duties

Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

Travel 10-25%, including overnight travel.

Required Education, Experience, Certifications and Skills

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.