Customer Success Lead – AI Operations
Location
Massachusetts
Posted
13 days ago
Salary
$79.0K - $117K / year
Seniority
Senior
Job Description
Customer Success Lead – AI Operations
Bitsight
• Build AI-powered workflows, automations, prompts, templates, and tools that reduce manual work and improve CS execution • Prototype and scale workflows such as automated EBR/QBR decks, renewal briefs, customer summaries, risk narratives, meeting prep, and next-best-action recommendations • Help operationalize the CS operating model, including lifecycle stages, health and risk models, renewal readiness, executive engagement, customer prioritization, and value tracking • Partner with CS, RevOps, Data, Support, Product, and other teams to connect the right data into the right workflows • Work across systems such as Salesforce, Gainsight, Clari, Gong, Zendesk, Snowflake, Slack, Zoom, Google Workspace, Claude, ChatGPT, and other AI/automation tools • Establish prompt structures, QA checks, feedback loops, and documentation to ensure AI outputs are useful, accurate, and scalable • Gather feedback from CSMs and leaders, iterate quickly, and continuously improve workflows based on real team usage • Help CSMs spend less time on manual reporting, prep, and coordination, and more time on high-value customer engagement
Job Requirements
- 2–6+ years of experience in Customer Success Operations, Revenue Operations, Support Operations, Technical Account Management, Solutions Consulting, Customer Success, Technical Support, or a similar role
- Demonstrated experience using AI tools to build practical workflows, automations, internal tools, summaries, agents, or business processes
- Strong builder/operator mindset with a bias toward fast prototyping and iteration
- Comfort working with CRM, CS, support, revenue, or data systems
- Ability to take loosely defined ideas and turn them into structured execution
- Strong systems thinking across process, data, tools, and user experience
- Comfortable operating in ambiguity and making pragmatic tradeoffs
- Strong cross-functional communication and documentation skills
- High ownership, attention to detail, and willingness to incorporate feedback quickly.
Benefits
- medical, dental, and vision insurance
- paid parental leave
- flexible time off
- 401(k) plan with employee and company contribution opportunities
- life and disability insurance
- tuition reimbursement
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