Manager, Customer Success Technology
Core
Build and manage the technology stack, AI workflows, and automation systems that empower Customer Success teams to deliver exceptional service at scale for small home service businesses.
Role type
Manager, Customer Success Technology (Hands-on people leader)
Builds
Scalable AI-enabled workflows, automation systems, and the Customer Success tech stack
Domain
SaaS / Customer Success Operations / AI
Deliverable
production ML models | product features
Required skills
People leadership, Customer Success organization experience, Customer success tools (Salesforce, Amazon Connect, Intercom, etc.), AI workflow design and governance, Agile/Scrum collaboration, Cross-functional partnership building
Preferred skills
Agile training, Ambiguity management, Bias toward action
Technologies
Salesforce Service Cloud, Amazon Connect, Intercom, Assembled, ChiliPiper, Revenue.IO
Responsibilities
Manage and develop a team of CS Tech Admins; Champion automation and process improvement; Roll out and maintain AI tools and workflows; Set standards for intake, triage, and issue resolution; Establish KPIs and SLAs; Guide delivery from configuration to large transformations; Support complex technology projects from ideation to launch; Establish best practices for technical delivery; Own the health and roadmap of the CS tech stack; Manage vendor relationships and licensing; Build partnerships with Success leaders to translate needs into a technology roadmap.