Role Overview

Customer Success Manager (Contract, Remote)

Own and improve customer support workflows and AI training scenarios, while leading teams of operational and Customer Success analysts.

Responsibilities

Design, review, and optimize AI training scenarios and customer support workflows for diverse use cases.
Manage and guide operational and Customer Success analysts; ensure best practices and strong performance.
Collaborate cross-functionally to deliver feedback that improves customer engagement and AI training outcomes.
Analyze workflow data and customer interactions to identify improvement opportunities.
Create and refine customer service scenarios, knowledge base content, and escalation processes.
Deliver clear, actionable feedback to operational teams and drive continuous improvement.
Coordinate remotely using Slack, Gmail, and calendar management tools.

Strong experience in Customer Success Management or related operational roles, including leadership of CS/ops analyst teams.
Deep familiarity with customer support platforms: Zendesk, Intercom, Gorgias, and ServiceNow.
Demonstrated ability to design AI training tasks/workflows and realistic scenarios.
Exceptional analytical and problem-solving skills; ability to turn insights into action.
Strong written and verbal communication, including feedback delivery and cross-functional collaboration.
Proficiency with Slack, Gmail, and advanced calendar management.
Adaptable and resourceful in dynamic, tech-driven environments.