Digital Engagement Manager

Job Description Join the Future of Supply Chain Intelligence Powered by Agentic AI At Resilinc, we're not just solving supply chain problems we're pioneering the intelligent, autonomous systems that will define its future. Our cutting-edge Agentic AI enables global enterprises to predict disruptions, assess impact instantly, and take real-time action before operations are even touched. Recognized as a Leader in the 2025 Gartner Magic Quadrant for Supply Chain Risk Management, we are trusted by marquee clients across life sciences, aerospace, high tech, and automotive to protect what matters most from factory floors to patient care. But the real power behind Resilinc Our people. We're a fully remote, mission-led team making sure life-saving products and critical goods get where they're needed, fast. We offer the chance to do meaningful work in a collaborative, empowering culturewhere you can be an agent of change. Join us to tackle critical global challenges through high-impact work that matters. Resilinc | Innovation with Purpose. Intelligence with Impact. About The Role Digital Engagement Managers serve as the operational backbone of Resilinc's scaled Digital Success model. Instead of meeting one-to-one with customers, you will leverage insights platforms, agentic automation, product telemetry, and digital journeys to influence customer outcomes across a wide segment. You will use structured programs, predictive signals, automated messages, playbooks, and guided digital flows to engage customers across their lifecycle. Your work ensures that customers progress through onboarding, activate core capabilities, adopt high-value features, and build usage resilience. You will partner closely with Digital Success, Supplier Success, Support, Academy, Product, and Operations to ensure a unified digital experience across all touchpoints. What You Will Do - Scaled Digital Engagement - 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, in-product pathways, and structured messaging sequences. - Monitor usage and engagement data to determine when automated or semi-automated nudges are required. - Agentic and Signal-Based Workflows - Use agentic triggers and automated signals to detect usage drops, supplier inactivity, friction points, or opportunities for value expansion. - Initiate agentic workflows that guide customers toward the next best action without requiring direct human intervention. - Collaborate with the Gainsight Administrator and Operations partners to refine and optimize these signals and workflows. - Insight-Driven Decision Making - Use dashboards, telemetry, product insights, and supplier engagement metrics to understand behavioral trends across your portfolio. - Synthesize week-over-week insights to support internal planning and execution across Digital Success and Supplier Success functions. - Provide actionable recommendations to internal teams based on observed adoption patterns and common friction points. - Automation and Program Execution - Run automated onboarding, adoption, and usage expansion campaigns for US customers using predefined playbooks and digital templates. - Maintain structured documentation for all digital programs and continuously refine workflows to improve engagement. - Work with internal teams to expand automation coverage and reduce manual activity. - Cross-Functional Collaboration - Partner with teams across Digital Success, Supplier Success, Support, Academy, Product, and Operations. - Provide data-driven feedback to Product and Engineering on patterns observed across customers. - Support the development of help resources, Academy modules, and guided in-product experiences. - Value Influence and Lifecycle Progression - Drive improvements in activation, adoption breadth, usage depth, supplier participation, and platform resilience across your portfolio. - Identify opportunities for improved engagement and coordinate with internal teams when advanced intervention is necessary. - Influence renewal readiness indirectly through stronger digital activation and consistent value realization. What You Will Bring - 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. What Will Make You Stand Out - Located in Pune and comfortable with periodic in-office collaboration. - Experience delivering scaled digital programs for US enterprise customers. - Experience working with AI agents, workflow automation, or signal-based engagement models. - Strong affinity for structured processes, repeatable program design, and data-driven execution. - Experience in B2B SaaS environments involving complex workflows or multi-stakeholder ecosystems. What's in it for you At Resilinc, we're fully remote, with plenty of opportunities to connect in person. We provide a culture where ownership, purpose, technical growth and a voice in shaping impactful technology are at our core. Oh, and the perks Full-stack benefits for health, wealth and wellbeing to keep you thriving. Hit up your talent acquisition contact for a location-specific FAQ. Curious to know more about us Dive in at www.resilinc.ai If you are a person with a disability needing assistance with the application process please contact [Confidential Information]. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.