Customer Success Operations Manager - AI Platforms & Services

We are seeking a highly motivated and innovative CS Ops Manager with a deep understanding of AI platforms and services for customer-facing teams. You will play a pivotal role in collaborating with Customer Success teams to identify key challenges and growth opportunities, assess whether AI platforms can mitigate these gaps, and help the teams grow and meet their KPIs. You will be responsible for evaluating external AI solutions and collaborating with internal dev teams to develop custom AI solutions tailored to our needs. This role requires someone who can seamlessly integrate AI solutions and facilitate effective communication between business and technical teams to enhance the day-to-day operations of our customer success department.

What will you do?
Work closely with customer success team leads to identify and analyze main pain points, challenges, and areas for improvement.
Conduct thorough assessments to understand team requirements and workflows.
Develop and implement AI strategies to address identified pain points and add new capabilities and insights.
Evaluate and recommend external AI vendors to meet specific needs.
Collaborate with internal dev teams to develop and integrate custom AI solutions.
Stay up-to-date with industry trends and advancements in AI technologies.
Plan, design, and manage cross-functional projects E2E, ensuring successful delivery.
Oversee the implementation of AI projects, ensuring timely delivery and alignment with business goals.
Monitor project progress, address issues, and provide regular updates to stakeholders.
Own CS business processes: drive process optimization, automation, and continuous improvement initiatives.
Translate business requirements into detailed design documents: user stories, solution specs, process diagrams, KPIs measurement & tracking, and reporting.
Build dashboards/reports to track key metrics and manage software that facilitates CS activities.