AI Outcomes Associate, Digital Programs

The future of Customer Success isn't more headcount, it's smarter systems, better signals, and AI doing the work that shouldn't require a human.

As AI Outcomes Associate - Digital Programs, you'll own how ThoughtSpot delivers value to customers at scale. That means designing the journeys, engineering the automations, and orchestrating the moments including onboarding sequences, adoption nudges, health interventions, expansion triggers and in app journeys. You'll do this by building and scaling AI-powered workflows, intelligent lifecycle programs, and data-driven systems that make the entire Customer Outcomes organization faster and sharper.

This role is for someone who has already crossed the line from AI user to AI builder. You don't wait for a tool to exist, you assemble one. You see a manual process and your first instinct is to engineer it out of existence. You understand that the best digital programs don't feel digital to the customer receiving them, and you use AI to close that gap at scale.

What You'll Do:Digital Journey Architecture: Design and own the end-to-end customer journey from post-sale handoff through onboarding, adoption, expansion, and renewal. Map the moments that matter, define what triggers automated touchpoints vs. human intervention, and build AI-augmented programs that execute reliably across a large, segmented portfolio.AI-Powered Lifecycle Programs: Build and iterate on lifecycle campaigns : onboarding sequences, adoption nudges, health-triggered outreach, feature activation plays, renewal readiness programs and leverage AI and automation to make them intelligent - dynamically personalized, contextually timed, and continuously learning from engagement signals.Customer Health Intelligence: Instrument a health scoring model that covers all aspects of a customer relationship, not just login frequency. Build AI-assisted alerting that keeps the team ahead of risk rather than reacting to itAgentic Workflow Development: Go beyond static automations. Build agentic pipelines using tools like LangChain, n8n, CrewAI, or custom LLM integrations that can monitor customer health, draft contextual outreach, recommend next best actions, and flag escalations with minimal manual input. Instrument every workflow for impact and iterate relentlessly.Segmentation & Coverage Design: Define how the digital program segments the customer base - by tier, use case, lifecycle stage and match the right level of AI-led vs. human-led coverage to each. Own the logic that determines when a customer moves between digital and CSM-led engagement.Content & Playbook Development: Build the asset library that powers the digital journey: onboarding guides, adoption playbooks, AI-generated success plan frameworks, QBR narrative templates, escalation runbooks. Use AI to personalize at scale while keeping the quality bar high.Measurement & Optimization: Define the metrics that matter: time-to-first-value, feature activation rates, digital-influenced retention, program engagement etc. Build visualizations and workflows in ThoughtSpot to monitor program performance, run structured experiments, and report outcomes to leadership with a clear narrative about what's working and what to change.Cross-Functional Influence: Be the internal voice for the Tech Touch customer segment. Advocate for product improvements that reduce friction in the digital journey, share expansion signals with Sales, and collaborate with the broader AI Outcomes team to surface intelligence across the portfolio.

What You Bring:3-8 years of experience in Customer Success, lifecycle marketing, digital programs, or a customer-facing role at a B2B SaaS company with real ownership of a digital or tech-touch motion.Demonstrated AI fluency. You're not experimenting with AI for the first time. You've used LLMs, agentic frameworks, or automation pipelines to build things that actually work. Show us what you've shipped.Hands-on experience with CS or marketing automation platforms. You can build a journey, not just describe one.Practical experience with agentic and automation tooling. You've worked with at least some of: LangChain, n8n, Make, Zapier, CrewAI, Flowise, or custom LLM integrations, and you understand how to design multi-step systems that behave reliably in production.Strong data instincts and comfortable working with product usage data, constructing health score logic, and building dashboards that drive real decisions.Systems thinking : you model journeys as logic flows, triggers, conditions, branches, outcomes. You find gaps in a process before they become gaps in retention.