Senior Customer Success Manager – Transformation, AI Innovation

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

📋 Description

• Collaborate with Customer Success leadership to translate the envisioned future-state of Customer Success into actionable initiatives, workstreams, and execution strategies.

• Assess existing workflows to pinpoint opportunities for elimination, automation, augmentation, or redesign.

• Spearhead transformation initiatives aimed at enhancing Customer Success productivity, scalability, proactive engagement, and overall customer impact.

• Coordinate teams, manage dependencies, identify risks, and sustain momentum throughout the transformation process.

• Develop the customer intelligence framework encompassing product adoption, engagement, sentiment, support, relationships, lifecycle, and commercial data.

• Convert customer intelligence into prioritized insights, risk and opportunity signals, and recommended next steps.

• Integrate intelligence into Customer Success workflows and establish closed-loop mechanisms linking signals, actions, and outcomes.

• Transform Customer Success business challenges into AI-enabled workflows, solution concepts, data needs, and technical methodologies.

• Quickly prototype agents, automations, and AI-enabled workflows.

• Assess whether to build, buy, integrate, or utilize existing enterprise capabilities.

• Collaborate with Engineering, Data, IT, Security, and Architecture teams to transition validated concepts into secure, scalable, and production-ready solutions.

• Guide initiatives from prototype stage through pilot, production, adoption, and measurable impact.

• Work alongside Customer Success leaders and Enablement to foster workflow and behavioral changes.

• Define success criteria and establish feedback loops.

• Evaluate impact through metrics such as productivity, capacity, adoption, proactive risk identification, retention, growth, and customer outcomes.

• Provide transparency regarding progress, impact, dependencies, and decision-making.

⛳️ Requirements

• Over 6 years of experience in Customer Success, SaaS, go-to-market transformation, technology strategy, product management, AI/automation, or related fields.

• Proven experience leading cross-functional transformation or technology initiatives within Customer Success, post-sales, or broader go-to-market organizations.

• Demonstrated experience in applying AI, automation, and data to address real business challenges.

• Strong foundational knowledge of large language models (LLMs), AI agents, APIs, integrations, workflow automation, and enterprise data solutions.

• Practical experience in prototyping AI-enabled workflows, agents, automations, or similar technologies.

• Familiarity with enterprise go-to-market technology ecosystems such as Salesforce, Gainsight, or similar Customer Success platforms, along with data/BI platforms and workflow automation tools.

• Ability to collaborate effectively with Engineering, Data, Product, IT, Security, and Operations teams.

• Capability to navigate complex initiatives from strategy formulation through execution, adoption, and tangible business impact.

• Profound understanding of Customer Success, SaaS, and go-to-market operating frameworks.

• Strong applied AI fluency and awareness of AI's influence on Customer Success.

• Systems thinking approach considering people, processes, data, technology, and customer experience.

• Ability to bridge the gap between business strategy and technical execution.

• Proven track record of converting ambiguous challenges into concrete solutions.

• Strong cross-functional influence skills.

• A curious mindset with a commitment to continuous experimentation, learning, and innovation.

🏝️ Benefits

• Eligibility for an incentive plan in addition to the base salary.

• Comprehensive benefits and perks for overall well-being (specific benefits may vary by country).