The Principal Customer Experience is responsible for identifying, designing, and operationalizing AI-driven improvements that materially increase Customer Success Manager productivity, reduce administrative overhead, and unlock more high-value customer engagement.
This role leads a global, cross-functional program that leverages existing systems, data, and emerging AI capabilities to rapidly experiment, validate, and scale solutions that improve how Customer Success delivers value. This role acts as a strategic partner to Customer Success leadership, Product Operations, Data & Analytics, and Technology teams to embed intelligent workflows, insights, and automation into daily CS execution.
This is a high-impact transformation role with global scope, focused on action, measurable outcomes, and adoption at scale.
Key Responsibilities1. AI-Enabled CSM Efficiency & Workflow Automation
Identify high-volume, low-leverage CS workflows suitable for AI automation or augmentation
Partner with Technology, Product Ops, and Analytics teams to design and deploy AI-driven capabilities including summaries, action recommendations, predictive insights, and automated preparation
Integrate AI capabilities into the existing CS tool stack to eliminate administrative friction
2. Global CS Efficiency Program Leadership
Own a global program charter with clear workstreams, milestones, governance, and operating cadence
Prioritize initiatives based on ROI, CSM time savings, adoption impact, and customer value
Define and track program KPIs, dashboards, and success metrics
3. Experimentation, Validation, and Scale
Run rapid pilots with global CSM cohorts
Gather quantitative and qualitative feedback to validate effectiveness
Iterate quickly, sunset low-impact ideas, and transition proven solutions into scaled operations
Partner with Enablement and Ops to ensure adoption and behavior change
4. Data-Driven Insights & CSM Prioritization
Collaborate with Analytics and CS Ops to deliver insights that help CSMs prioritize customer engagement
Develop next-best-action recommendations, predictive health signals, and opportunity indicators
Improve consistency and quality of decision-making across the CS organization
5. Cross-Functional Partnership & Stakeholder Alignment
Serve as the connective tissue across CS, CS Ops, Product, Engineering, RevOps, and AI teams
Influence without authority to align priorities, timelines, and outcomes
Represent CS workflows and requirements in internal AI strategy discussions
6. Global Enablement & Adoption
Partner with CS Enablement to develop playbooks, training, and communications for AI-powered workflows
Drive consistent adoption across regions while accounting for local nuance
Establish continuous feedback loops to inform improvement
7. Change Leadership & Thought Partnership
Evangelize the value of AI within Customer Success
Build a culture of experimentation, learning, and data-driven execution
Provide thought leadership on the evolving role of AI in Customer Success delivery
Success will be measured through:
Increase in customer-facing time
Adoption and sustained usage of AI-enabled workflows
Time-to-value from pilot to scaled rollout
Accuracy and actionability of insights delivered to CSMs
Improvement in renewal likelihood, expansion identification, and customer health signals
CSM satisfaction and feedback on new tools and workflows
Experience
10+ years in Customer Success, CS Operations, Digital CS, Program Management, or adjacent roles
Proven experience leading global programs or transformation initiatives
Demonstrated exposure and hands-on work to AI-enabled tools, workflow automation, or CS platform integrations
Strong understanding of core CS motions including onboarding, adoption, value realization, risk management, and renewals
Demonstrated ability to influence cross-functional teams in a matrixed organization
Skills
Program management excellence with a bias toward execution
Strong working knowledge of AI concepts, automation, and data-driven workflows
Ability to translate business problems into scalable, AI-enabled solutions
Exceptional communication and storytelling skills
Analytical mindset with strong data literacy
Leadership Competencies
Influence without authority
Strategic problem solving
Change leadership and adoption mindset
Customer-centric thinking
Execution discipline
Acts as a global leader across all regions
Balances consistency with regional nuance
Engages global CSM cohorts for pilots, feedback, and rollout
Title: Director/Principal, Customer Experience
Reporting to: VP Global CS & OCCO
The US annualized base salary range for this position is $178,000.00-$266,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.The intelligent heart of customer experience
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