Senior Customer Experience Manager (AI)

Location: Hybrid, three days per week in the New York City office; travel up to 10%

Company

HHAeXchange provides an end-to-end technology platform connecting patients, personal care providers, managed care organizations, and states in the home and community-based care sector.

What you will do

• Design, build, and optimize automated multi-step engagement campaigns across onboarding, activation, retention, and churn intervention.
• Create customer journeys across email, in-app messaging, and chat, tailoring paths by role, use case, and activation stage.
• Build agentic AI workflows, automated outreach sequences, and next-best-action guidance based on product usage and behavioral signals.
• Develop tiered SMB engagement logic and automated handoffs for at-risk accounts to Customer Success or Support.
• Build health scoring models, KPI frameworks, dashboards, data pipelines, and account-level performance reporting.
• Run A/B tests and experimentation, analyze results, and report campaign and journey performance to leadership.

Requirements

• 8+ years of relevant experience, including 3–5+ years in progressively senior or specialized lifecycle marketing and tech-touch customer experience roles.
• Experience building a tech-touch or digital Customer Success program from the ground up, including tooling, journey logic, campaign launches, and measurement.
• Hands-on experience with agentic AI tools and workflow automation platforms such as Gainsight, Totango, Intercom, Salesloft, Zapier, or Make.
• Experience creating multi-channel customer engagement programs and interpreting how channel, timing, and content influence behavior.
• Strong analytical skills, including health scoring, cohort analysis, churn-signal analysis, campaign decision-making, SQL, spreadsheets, and BI or reporting platforms.
• Ability to work from the New York City office three days per week and travel up to 10%, including overnight travel.

Culture & Benefits

• Work at the intersection of lifecycle marketing, applied analytics, customer experience, and hands-on execution.
• Partner with the VP of Customer Experience, Technical Customer Care, and education and training teams.
• Own campaign execution, data pipelines, experimentation, and leadership reporting end to end.
• Reasonable accommodations are available for individuals with disabilities.
• Equal-opportunity employment is provided in accordance with applicable local and federal law.