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About the Role
We are rebuilding Customer Success from the ground up, leveraging AI to handle repetitive tasks and empowering human agents to focus on high-impact activities like onboarding, training, and proactive customer engagement. This role offers a unique opportunity to be an early member of this innovative team, directly influencing the product and owning critical customer relationships.
Responsibilities
- Use AI to accelerate response drafting, thread summarization, issue clustering, and knowledge base article creation.
- Ensure all customer responses are clear, accurate, and on-brand.
- Maintain and update the knowledge base to facilitate self-service.
- Manage the customer success inbox, triaging, responding, and escalating issues as needed.
- Execute onboarding for new customers, including kickoff, configuration, and initial guidance.
- Deliver product training to customers, both individually and in group sessions, explaining AI capabilities.
- Develop and maintain training materials, walkthroughs, and customer documentation, utilizing AI for updates.
- Identify and engage with accounts showing low adoption patterns.
- Manage customer-facing projects from initiation to completion, including timelines and status updates.
- Coordinate with product, engineering, and design teams to meet customer needs.
- Communicate project status, next steps, and any blockers proactively.
- Serve as a liaison between customers and the product team, channeling feedback on struggles, requests, and workarounds.
- Participate in testing new features and shaping their rollout strategy.
- Advocate for customer needs with the product team.
- Utilize data on usage trends, engagement patterns, and product signals to prioritize customer outreach.
- Address early signs of customer disengagement before they impact renewals.
- Identify and communicate expansion opportunities to the Revenue team.
- Contribute to customer health scoring with qualitative insights.
- Provide honest assessments of at-risk accounts to leadership.
Requirements
- 3+ years in a customer-facing role (customer success, support, account management, implementation, or similar).
- SaaS experience strongly preferred.
- Demonstrated AI fluency in daily workflow (drafting, summarizing, analyzing, automating).
- Proficiency in prompting AI tools and evaluating their output.
- Genuine technical curiosity and ability to learn new tools quickly.
- Comfort navigating CRMs, help desks, and reporting tools independently.
- Ability to understand product functionality and translate customer pain points into actionable product feedback.
- Exceptional written communication skills for clear, empathetic, and de-escalating customer interactions.
- Strong project management skills with a proactive follow-up approach.
- Ability to manage a busy inbox, prioritize effectively, and maintain tight response times.
- Real customer empathy and a problem-solving orientation.
- Comfort and skill in teaching and explaining technical concepts plainly.
- Experience with help desk platforms (e.g., Zendesk, Intercom, Help Scout).
- Experience with CRMs (e.g., Salesforce, HubSpot).
- Experience building or maintaining customer-facing documentation or knowledge bases.
Skills
- AI utilization
- Customer relationship management
- Onboarding
- Product training
- Documentation creation
- Project coordination
- Cross-functional collaboration
- Product feedback analysis
- Customer health monitoring
- Revenue expansion identification
- Data analysis
- Written communication
- Problem-solving
- Teaching/Training
- Help desk platforms
- CRM platforms
Location
- Remote
Work Type
- Full-time
Experience Level
- Mid-level
About the Company
- We are a small team building a product that changes quickly.
- We expect people to work with agility, using AI to remove busywork, having opinions about the product, and making data-driven decisions.
- This role offers the opportunity to define how the Customer Success function operates and to improve the existing model.