Customer Success AI Operations Lead

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Develop AI-driven workflows, automations, prompts, templates, and tools that minimize manual tasks and enhance Customer Success (CS) execution.

• Design and scale workflows such as automated Executive Business Review (EBR)/Quarterly Business Review (QBR) presentations, renewal briefs, customer summaries, risk assessments, meeting preparations, and recommendations for next best actions.

• Assist in operationalizing the CS operating model, which includes lifecycle stages, health and risk frameworks, renewal readiness, executive involvement, customer prioritization, and value tracking.

• Collaborate with teams across CS, Revenue Operations (RevOps), Data, Support, Product, and others to integrate the appropriate data into relevant workflows.

• Operate across various systems including Salesforce, Gainsight, Clari, Gong, Zendesk, Snowflake, Slack, Zoom, Google Workspace, Claude, ChatGPT, and additional AI/automation tools.

• Create prompt structures, quality assurance checks, feedback loops, and documentation to guarantee that AI outputs are effective, accurate, and scalable.

• Solicit feedback from Customer Success Managers (CSMs) and leadership, iterate rapidly, and continuously enhance workflows based on actual team usage.

• Enable CSMs to devote less time to manual reporting, preparation, and coordination, allowing them to focus more on high-impact customer interactions.

⛳️ Requirements

• 2–6+ years of experience in Customer Success Operations, Revenue Operations, Support Operations, Technical Account Management, Solutions Consulting, Customer Success, Technical Support, or a related field.

• Proven experience leveraging AI tools to create practical workflows, automations, internal tools, summaries, agents, or business processes.

• Strong builder/operator mentality with a tendency towards rapid prototyping and iteration.

• Proficiency in working with CRM, CS, support, revenue, or data systems.

• Capability to transform loosely defined concepts into structured execution plans.

• Solid systems thinking across processes, data, tools, and user experiences.

• Comfort in operating amidst uncertainty and making realistic trade-offs.

• Excellent cross-functional communication and documentation abilities.

• High sense of ownership, attention to detail, and a readiness to integrate feedback swiftly.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid parental leave.

• Flexible time off.

• 401(k) plan with options for employee and company contributions.

• Life and disability insurance.

• Tuition reimbursement.