Digital Customer Experience Lead; Customer Operations

Eightfold was founded with a vision to solve for employment in our society. For decades, the connection between individuals and opportunities has been based on who they are and their network's strength vs. their potential. Eightfold leverages artificial intelligence to transform how to think about skills and capabilities for individuals and how jobs and career decisions are made. Eightfold offers the industry’s first AI-powered Talent Intelligence Platform to transform how organizations plan, hire, develop and retain a diverse workforce, enabling individuals to transform their careers.

To date, Eightfold AI has received more than $410 million in funding and a valuation of over $2B from leading investors to further our mission of finding the right career for everyone in the world. If you are passionate about solving one of the most fundamental challenges of our society - employment, working on hard business problems, and being part of an amazing growth story - Eightfold is the place to be!

The Customer Strategy & Operations team sits within Customer Success (CS), part of the broader Customer Experience (CX) organization.

We enable the CS organization to deliver measurable value at scale — defining strategy, analytics, and programs that help customers adopt, expand, and succeed. Our work connects across Solution Delivery, Product, Marketing, and GTM Systems to ensure a consistent, data-driven experience throughout the customer lifecycle.

This team sits at the intersection of strategy, execution, and innovation
, driving how Customer Success operates and how customers engage with Eightfold.

The Digital Customer Experience Lead (Customer Operations) will own the design, execution, and continuous improvement of digital programs that help customers succeed ’ll translate strategy into measurable, repeatable programs that accelerate onboarding, drive adoption, and strengthen retention and expansion outcomes.

This role blends strategy and execution — you’ll manage cross-functional projects from concept through delivery, ensure program performance, and evolve initiatives over time. You’ll also explore and implement AI-driven solutions that improve internal efficiency and enhance the overall customer experience.

You’ll collaborate closely with Customer Success leadership, Solution Delivery
, and other cross-functional teams to align digital programs with our customer lifecycle strategy and operational goals.

• Champion a digital-first mindset across Customer Success — train and enable CSMs to leverage automation, content, and analytics to reach more customers efficiently and effectively.
• Lead end-to-end ownership of digital programs that support the Customer Success lifecycle — from onboarding through expansion.
• Own and drive cross-functional digital experience programs that directly impact the post-sales customer journey - including initiatives like community experience expansion, communications automation, and alignment of customer-facing touch points.
• Map, design, and continuously improve post-sales digital engagement programs that enhance onboarding, adoption, retention, and expansion across customer segments.
• Develop and maintain dashboards using data visualization tools (e.g., Tableau) to measure program impact and inform iteration.
• Analyze and synthesize customer data to surface trends and drivers of health, then apply insights to optimize digital touch points and lifecycle programs.
• Partner with GTM Systems to align tools, data, and workflows that scale Customer Success operations and customer engagement.
• Experiment with AI and automation, including custom agent pilots, to streamline internal CS processes and create faster, more personalized customer experiences.
• Build and maintain playbooks, documentation, and governance models to ensure digital programs are sustainable, measurable, and continuously improved.
• Collaborate with Sales and Solution Delivery to ensure consistent handoffs and unified customer experience across post-sale phases.

• 8+ years of relevant professional experience, including 3–5 years of experience in Program Management, Customer…