Sr. Manager, Customer Success Intelligence & AI Operations

Responsibilities

• Own and enhance the customer success technology infrastructure for AI-driven customer journeys
• Support hands-on administration and configuration of the customer success platform and its rules engine
• Design, standardize, and maintain a comprehensive customer success playbook library
• Manage automated customer engagement campaigns and digital programs for proactive outreach
• Develop and oversee the customer digital community architecture and engagement strategies
• Ensure data quality and governance across multiple customer-related data platforms
• Collaborate with cross-functional teams to align operational processes and workflows

Qualifications

• Bachelor's Degree in Business, Operations, Information Systems, or a related field required; Master's Degree preferred
• 10+ years of experience in customer success platforms and operations
• Deep understanding of AI-enabled operations and predictive analytics in customer success contexts
• Experience with automation tools and workflow configuration
• Exceptional communication, documentation, and change management abilities