Operations Manager, Customer Success – AI Enablement

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

📋 Description

• Oversee daily operations within Customer Success tools while assisting the Director of Operations in ensuring that workflows, resources, and projects remain on schedule.

• Monitor and report on operational KPIs, identify performance gaps, and assist in the implementation of corrective measures.

• Aid in the management of operational budgets, tools, systems, and vendor relations.

• Facilitate the rollout and support for the adoption of AI and automation tools through documentation, training, and hands-on assistance.

• Identify, prioritize, prototype, validate, deploy, maintain, and enhance practical AI use cases.

• Deliver quick wins in AI and automation and establish routines for monitoring and improvement.

• Ensure the maintenance of accurate and current information in live AI tools.

• Analyze and enhance operational processes while identifying opportunities for automation.

• Maintain and improve systems including Salesforce, HubSpot, Jira, Mixmax, and others.

• Oversee and monitor integrations within the Customer Success systems.

• Document processes, tools, and standard operating procedures.

• Collect data requirements and generate reports, dashboards, and insights.

• Audit business data, resolve discrepancies, and prepare monthly and quarterly analytics.

• Collaborate with teams across Operations, Sales, Customer Success, Finance, Product Operations, Tech, and senior leadership.

• Coordinate operational projects, including timelines, dependencies, risks, and changes.

• Provide documentation, training, and support for internal users.

• Assist in maintaining responsible-use policies, data privacy, security, compliance, and quality controls for AI and automation.

⛳️ Requirements

• A Bachelor’s degree in Business Information Systems, Operations Management, Analytics, Computer Science, or a related field, or equivalent practical experience.

• A minimum of 5 years of hands-on experience in Salesforce administration, business systems, Customer or Revenue Operations, automation, data, or a related technical operations position.

• Proven experience in administering and enhancing production Salesforce environments, including automation, data management, security and permissions, reporting, integrations, troubleshooting, and ongoing user support.

• Experience in owning or significantly contributing to system implementations, integrations, migrations, or major platform changes from requirements gathering to testing, deployment, documentation, and ongoing support.

• Practical experience in delivering automation or AI solutions for real-world business workflows.

• Strong preference for experience in designing, building, or deploying generative AI or agentic solutions.

• Extensive hands-on Salesforce administration experience, equivalent to Salesforce Administrator certification-level knowledge or higher.

• Proficiency in Salesforce configuration, including custom objects and fields, Lightning pages, permissions and security, Flow automation, validation rules, reporting, dashboards, data management, and general platform administration.

• Experience in integrating Salesforce with Customer Success platforms and other business systems.

• Background in implementing, configuring, or significantly expanding Customer Success applications and workflows.

• Familiarity with data validation frameworks or QA checkpoints.

• Experience with model evaluation, performance monitoring, AI observability, quality assurance, hallucination risk management, prompt optimization, fine-tuning, and guardrails.

• Ability to work independently based on high-level technical or process guidance.

• Strong skills in troubleshooting, analytical thinking, problem-solving, organization, interpersonal communication, written communication, attention to detail, and data integrity.

• Experience in process improvement and project coordination.

• Solid understanding of data and metadata, including auditing, cleansing, visualization, transformation, and manipulation.

• Preferred qualifications include knowledge of enterprise security, governance, privacy, compliance, access-control practices; Git; API-based integrations; SOQL, SOSL, Apex, Lightning Web Components; Microsoft SQL Server or PostgreSQL; advanced Microsoft Excel; Tableau or Power BI; and SaaS, Customer Success, Revenue Operations, or Business Systems experience.

🏝️ Benefits

• Unlimited PTO: Utilize your paid time off as needed.

• Subsidized healthcare: Access various subsidized medical plans to meet your needs.

• 401(k) matching

• Paid parental leave and caregiver support.

• Professional development plans and resources aimed at supporting continuous learning.