Digital Engagement Manager - Scaled Digital Programs and Agentic Experience (India Based, US Hours)
Company:
Location:India, EST, PST
Languages:English
Seniority level:Middle, 3+ years
Experience:3+ years
Skills:
Project ManagementPythonSQLAgileArtificial IntelligenceBusiness IntelligenceData AnalysisMachine LearningSCRUMGoogle AnalyticsJiraProduct OperationsCross-functional Team LeadershipOperations ManagementAmplitude AnalyticsTableauProduct AnalyticsWritten communicationCustomer SuccessConfluenceSaaSExcellent communication skills
Requirements:
3+ years of experience in Digital Success, Digital Engagement, Scaled Programs, Product Enablement, or Customer Experience roles in a SaaS environment. Ability to work US business hours consistently. Experience using customer analytics tools, automation engines, product telemetry platforms, or digital engagement systems. Strong analytical skills with the ability to translate behavioral data into structured digital actions. Excellent written communication suited for automated and semi-automated engagement. Ability to work cross-functionally and coordinate execution with globally distributed teams.
Responsibilities:
Manage a portfolio of US customers through structured, automated, and insights-driven digital programs. Guide customers through onboarding, activation, and adoption using digital content, automated workflows, and in-product pathways. Monitor usage and engagement data to determine when automated nudges are required. Use agentic triggers and automated signals to detect issues or opportunities for value expansion. Initiate agentic workflows guiding customers toward the next best action. Collaborate with Gainsight Administrator and Operations to refine signals and workflows. Use dashboards, telemetry, and engagement metrics to understand behavioral trends. Synthesize insights to support internal planning and execution. Provide actionable recommendations to internal teams. Run automated onboarding, adoption, and usage expansion campaigns for US customers. Maintain documentation for digital programs and refine workflows. Work with internal teams to expand automation coverage. Partner with teams across Digital Success, Supplier Success, Support, Academy, Product, and Operations. Provide data-driven feedback to Product and Engineering. Support development of help resources, Academy modules, and guided in-product experiences. Drive improvements in activation, adoption breadth, usage depth, supplier participation, and platform resilience. Identify opportunities for improved engagement and coordinate advanced intervention. Influence renewal readiness indirectly through stronger digital activation and value realization.
