What will you do?
Work closely with customer success team leads to identify and analyze main pain points, challenges, and areas for improvement.
Conduct thorough assessments to understand team requirements and workflows.
Develop and implement AI strategies to address identified pain points and add new capabilities and insights.
Evaluate and recommend external AI vendors to meet specific needs.
Collaborate with internal dev teams to develop and integrate custom AI solutions.
Stay up-to-date with industry trends and advancements in AI technologies.
Plan, design, and manage cross-functional projects E2E, ensuring successful delivery.
Oversee the implementation of AI projects, ensuring timely delivery and alignment with business goals.
Monitor project progress, address issues, and provide regular updates to stakeholders.
Own CS business processes: drive process optimization, automation, and continuous improvement initiatives.
Translate business requirements into detailed design documents: user stories, solution specs, process diagrams, KPIs measurement & tracking, and reporting.
Build dashboards/reports to track key metrics and manage software that facilitates CS activities.
Proven experience in a similar role within Customer Success Operations and AI Platforms.
Strong understanding of AI technologies and their applications in customer success.
Excellent project management and organizational skills.
Ability to collaborate effectively with cross-functional teams.
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.
Technical background and experience implementing AI tools and scaling a CS organization is a big advantage.
