Customer Success Manager

Role Overview and Responsibilities

As a Customer Success Manager, you will be tasked with designing, reviewing, and fine-tuning AI training scenarios alongside customer support workflows tailored to varied use cases. You will oversee and mentor operational and Customer Success analyst teams to ensure adherence to best practices and uphold high performance standards. Collaboration across departments is key to provide meaningful feedback that improves both customer interaction and AI training results. Your analysis of workflow data and customer interactions—using platforms like Zendesk, Intercom, Gorgias, and ServiceNow—will identify opportunities for enhancement. Additionally, creating and updating customer service scenarios, knowledge resources, and escalation strategies based on real-world challenges will be a critical part of your responsibilities. Effective coordination using tools such as Slack, Gmail, and calendar systems will support team productivity in a remote setting.

Candidate Profile

• Possess at least 4 years of experience in Customer Success Management or related areas, including leadership experience with CS or operational analyst teams.
• Have strong knowledge of customer support platforms including Zendesk, Intercom, Gorgias, and ServiceNow.
• Show proven skills in designing AI training tasks, workflows, and realistic scenarios.
• Exhibit strong analytical abilities and problem-solving skills, adept at transforming insights into actionable improvements.
• Demonstrate excellent communication skills—both written and verbal—particularly in providing feedback and collaborating cross-functionally.
• Be proficient with Slack, Gmail, and advanced calendar management tools.
• Display adaptability and resourcefulness within dynamic, technology-driven environments.

Additional Skills and Preferences

• Experience working within AI training or human-in-the-loop initiatives is highly advantageous.
• Familiarity with workflow analysis and process automation increases suitability.
• Track record of succeeding in remote and distributed team environments is favorable.

Compensation and Logistics

This contract position is remote and pays between $40 and $70 per hour.