Customer Success Manager

Role Overview

We are seeking an experienced Customer Success Manager focused on AI training and customer support optimization. This role involves designing, reviewing, and enhancing AI training scenarios and customer workflows to address a variety of use cases. The manager will lead teams of operational and Customer Success analysts, fostering excellence and best practices while collaborating with cross-functional groups to improve customer engagement and AI training results.

Key Responsibilities

• Create and optimize AI training scenarios and customer support workflows for diverse applications.
• Oversee and mentor teams of operational and Customer Success analysts to maintain high performance standards.
• Work collaboratively across departments to provide insightful feedback that boosts customer engagement and AI training quality.
• Utilize analytics from platforms like Zendesk, Intercom, Gorgias, and ServiceNow to uncover opportunities for process improvements.
• Develop and update customer service scenarios, knowledge bases, and escalation procedures informed by actual challenges encountered.
• Communicate clear and constructive feedback to operational teams while promoting ongoing improvement initiatives.
• Manage coordination and productivity through tools such as Slack, Gmail, and calendar applications in a fully remote setting.

Candidate Profile

• Minimum of 4 years’ experience in Customer Success Management or related disciplines, with leadership experience guiding CS or operational analyst teams.
• Strong knowledge and hands-on experience with customer support platforms including Zendesk, Intercom, Gorgias, and ServiceNow.
• Proven capability in designing AI training tasks, workflows, and realistic scenarios.
• Excellent analytical skills with the ability to translate data insights into actionable strategies.
• Superior written and oral communication skills, adept at delivering feedback and fostering cross-functional collaboration.
• Expertise with Slack, Gmail, and advanced calendar management tools.
• Ability to adapt and excel in fast-paced, technology-centric remote work environments.

Additional Advantages

• Experience working on AI training projects or human-in-the-loop workflows is highly desirable.
• Background in workflow evaluation and process automation is beneficial.
• Proven track record of success within remote or distributed team environments.