Customer Success Lead – AI Operations

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) and Quarterly Business Review (QBR) presentations, renewal briefs, customer summaries, risk narratives, meeting preparations, and next-best-action recommendations.

• Assist in operationalizing the CS operating model, encompassing lifecycle stages, health and risk assessment models, renewal readiness, executive engagement, customer prioritization, and value tracking.

• Collaborate with CS, Revenue Operations, Data, Support, Product, and other departments to integrate the appropriate data into the corresponding 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 mechanisms, and documentation to ensure that AI outputs are effective, precise, and scalable.

• Collect feedback from Customer Success Managers (CSMs) and leaders, iterate swiftly, and continually enhance workflows based on actual team use.

• Enable CSMs to reduce time spent on manual reporting, preparation, and coordination, allowing them to focus more on high-value customer engagement.

⛳️ 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 role.

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

• A strong builder/operator mindset with a preference for rapid prototyping and iteration.

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

• Capability to transform loosely defined concepts into structured execution.

• Strong systems thinking encompassing processes, data, tools, and user experience.

• Comfortable navigating ambiguity and making practical tradeoffs.

• Excellent cross-functional communication and documentation abilities.

• High level of ownership, attention to detail, and responsiveness to feedback.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid parental leave.

• Flexible time off.

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

• Life and disability insurance.

• Tuition reimbursement.