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.
Benefits
Health Insurance
Life Insurance
Retirement or Pension Plans
Paid Time Off
Variety of Leave options
Performance-Based Incentives
Employee Stock Purchase Plan
Restricted Stocks (RSU’s)
Equal Opportunity Employer
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.