Principal, Digital & AI Success Experience

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
• Years of Experience - Typically requires 15+ years in Product Management, Business Analysis, or Digital Strategy roles that sit between Business and Tech
• AI Acumen - Must have a strong conceptual understanding of LLMs, Machine Learning, and Data Workflows
• Transformation Experience - Proven track record of delivering enterprise-scale digital transformation initiatives and strong technology acumen: Open AI, Cloud CX solutions, Omni-Channel Strategy, Journey Analytics
• Influence - Ability to influence IT roadmaps without having direct authority over engineering resources
• Soft Skills - 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 215,900 - 321,200 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 may vary by country and region, and further details will be provided as part of the recruitment process.