Sr. Manager, Digital & AI Success

Job Summary

You will be the primary architect of the "Digital & AI Success experience” across the post-sales customer lifecycle. Acting as the strategic bridge between the Customer Success organization and IT, you will identify high-impact opportunities for AI integration, translate those into functional requirements, and ensure the IT delivery teams build solutions that drive real value for our customers.

Key Responsibilities

• Strategic AI Identification & Prioritization
  Proactively identify where AI, Generative AI, and automation can solve customer friction points (e.g., automated onboarding, predictive support, or intelligent self-service)
  Define the expected ROI and customer impact for every proposed AI initiative

• Requirement Architecture & Design
  Take high-level business goals from the Senior Director and break them down into detailed Business Requirement Documents (BRD) and User Stories
  Work with UX/UI designers and IT architects to ensure the "Digital Journey" feels seamless, not robotic

• IT & Engineering Orchestration
  Serve as the "Voice of the Customer" within IT sprint cycles. You are the person IT looks to for clarification on priority and functionality
  Lead refinement sessions with engineering teams to ensure technical specifications align with the original Customer Success vision

• Roadmap & Value Realization
  Manage the digital backlog, balancing "quick wins" with long-term infrastructure plays
  Establish the KPIs for AI initiatives and report back to leadership on whether the solution is successfully delivering the intended value

Education and Experience

• Typically requires 12+ years in Product Management, Business Analysis, or Digital Strategy roles that sit between Business and Tech

• 5+ years of relevant people management experience with direct reports required

• Strong conceptual understanding of LLMs, Machine Learning, and Data Workflows

• Proven track record of delivering enterprise-scale digital transformation initiatives

• Strong technology acumen: Open AI, Cloud CX solutions, Omni-Channel Strategy, Customer Ramp, Journey Analytics

• High "Technical Translation" ability in taking complex Customer problems and turning them into logic-based requirements

Compensation

The target salary range for this position is 170,000 - 253,000 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off, various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies.

Benefits

Benefits may vary by country and region, and further details will be provided as part of the recruitment process.

Culture

We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.

AI Disclosure

For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.