Customer Success Manager, AI & Automation

About the role

This is a full-cycle CSM role with a long-term focus: over time, you'll own our entire AI and digital motion, as well as the systems that deliver a great customer experience even when a dedicated CSM isn't in the room.

We're a lean Customer Team of three, looking for our fourth member. Everyone runs discovery calls, manages a book of business, and supports customers. But each person also owns an internal focus area. Yours will be our AI and digital CS infrastructure, working closely with automations, workflows, and data-driven programs to scale our impact beyond what four people can do manually.

Your Day-to-Day (Primary Focus)

• Run discovery and consultative conversations with prospective customers, focused on long-term fit and outcomes, not just closing.
• Own the full customer journey from first conversation through onboarding, adoption, and renewal.
• Act as the primary partner for your book of business by building trust, driving alignment, and identifying expansion opportunities.
• Surface patterns across accounts and bring them back to the team to improve how we work and what we build.

Your Internal Project Focus (Secondary, Grows Over Time)

• Build and maintain automated workflows across Vitally, HubSpot, and Intercom, connecting the three to create seamless customer experiences and reduce manual work for the team.
• Write SQL to pull and analyze data from BigQuery, surfacing the signals that help us intervene early or identify opportunities.
• Design digital CS programs that keep customers progressing, even those without a dedicated CSM, through smart, timely, personalized touchpoints.
• Turn what works in practice into repeatable assets: playbooks, automated sequences, guides, and videos.

What Success Looks Like in 6 Months

• You've built strong relationships with your initial book of business and understand how each customer defines success.
• You're confidently running discovery calls and owning the full customer journey end-to-end.
• You've identified at least one pattern across your accounts and turned it into a scalable workflow, automation, or resource.
• You have a clear point of view on what's working, what isn't, and where the biggest opportunities are in our digital CS motion.

Compensation & Benefits

• Base salary: $70,000 – $75,000
• Location: Remote, continental U.S. Preference for candidates in or around Austin, TX, but not required.
• Health & wellness: Comprehensive Medical, Vision, and Dental coverage, plus a $1,200 annual wellness budget.
• Time off: 21 days paid vacation (increasing with tenure) plus 10 public holidays.
• Learning & development: $3,500 annual budget.
• Home office: $500 setup budget.