Customer Success Operations – AI Agent Manager

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

📋 Description

• Take ownership of our Customer Success (CS) tools, which include Claude, Vitally, Salesforce, Zendesk, and Zapier.

• Spearhead the design and implementation of AI-driven workflows and agents that minimize administrative burdens on Customer Success Managers (CSMs), enhance customer health insights, and speed up time-to-value.

• Track agent performance using metrics such as CSAT, deflection rates, resolution accuracy, and escalation trends, and take action based on the insights gained from the data.

• Create seamless transitions between AI agents and human CSMs, ensuring that context is maintained and customers experience a cohesive interaction.

• Collaborate with Legal and Compliance teams to ensure that agent interactions comply with HIPAA regulations and do not inappropriately disclose Protected Health Information (PHI).

• Identify and eradicate manual processes through light automation, even prior to the formal deployment of AI agents.

⛳️ Requirements

• 4 to 6+ years of experience in Customer Success Operations or a closely related role within the B2B SaaS sector.

• Practical experience in deploying AI agents or workflows; you have designed and launched LLM-based automations (utilizing Claude, GPT-4, or similar tools) that have measurably decreased human effort in a business setting; mere familiarity with AI tools is not adequate.

• A solid understanding of the fundamentals of prompt engineering; you know how to craft, test, and refine prompts, and can distinguish between what makes an agent reliable versus merely impressive in a demonstration.

• Excellent written communication skills, as you will be constantly writing and refining agent language, escalation protocols, and internal documentation.

• Ability to navigate ambiguity and a proven history of effective prioritization when faced with urgent tasks.

• Knowledge of data privacy considerations in enterprise software, especially concerning the management of customer data.

🏝️ Benefits

• A fully remote-first culture (applicants must reside in the US).

• Unlimited flexible time off.

• 15+ observed holidays.

• Rest & R^Charge days (ensuring a guaranteed 3-day weekend each month).

• R^Charge (includes a 6-week paid sabbatical along with a stipend).

• 401k matching at 50% for up to 8% from Day 1.

• Medical, dental, and vision benefits available from Day 1.

• HSA & FSA options, along with life, disability, medical travel, and employee assistance programs.

• Paid parental leave of 16 weeks.

• Productivity stipend and wellness fund.

• Company-issued MacBook from Redox.

• Opportunities for virtual and/or in-person team and company events.

• Stock options.

• Employee referral bonus program.