Customer Success AI Operations Lead

About the role

Our client, a fast‑growing technology organization based in Boston, MA with a hybrid work model, is seeking a Customer Success AI Operations Lead to help design and scale an AI‑driven customer success operating model. This role will focus on building practical automations, streamlining workflows, and improving team productivity through AI‑enabled solutions. The ideal candidate brings 2+ years of experience in Customer Success, Customer Success Operations, Revenue Operations, or a related function, along with hands‑on experience leveraging AI tools and CRM platforms.

Responsibilities

• designing and implementing AI-enabled workflows that improve customer success processes
• creating automated presentations, summaries, renewal materials, and engagement tools
• partnering with cross-functional teams to connect business systems and data sources
• developing documentation, quality controls, and feedback mechanisms for AI-generated outputs
• identifying operational improvements across the customer lifecycle
• optimizing reporting, planning, and customer engagement processes
• supporting the rollout of scalable systems and automation initiatives

Qualifications

• experience in Customer Success, Revenue Operations, Support Operations, or a similar environment
• demonstrated success building workflows, automations, or business processes using AI tools
• strong CRM and operational systems experience
• a proactive, hands‑on approach to problem solving and process improvement
• excellent communication and documentation skills
• ability to thrive in evolving environments with limited structure
• familiarity with automation platforms, customer‑facing technologies, and data‑driven decision making

Benefits

• strong benefits package
• generous time‑off programs
• substantial transportation stipend
• opportunity to shape a cutting‑edge AI initiative from the ground up
• medical, dental, and vision coverage
• federal and state leave programs as applicable

Pay

$117K