Digital Customer Success Manager

Job Summary

To support a growing digital-first post-sales strategy, the full-time remote Digital Customer Success Manager will design, test, deploy, and maintain agentic systems that optimize customer journeys and enhance user experiences across various platforms.

Key responsibilities:

• Identify and address friction points in the customer experience to create automated, personalized journeys
• Write code, execute tests, and maintain production solutions for digital customer success initiatives
• Collaborate with cross-functional teams to ensure a cohesive user experience across all customer interactions

Required qualifications:

• Hands-on experience building and maintaining production LLM-based agents or automations, with at least 1 year working directly with LLMs or AI agents in production
• Proficiency in Python or skilled at using AI to code, with experience connecting AI to external systems
• Experience using product usage data to identify risks and opportunities in customer accounts
• Ability to run experiments and draw conclusions from data to improve performance
• 3+ years of experience, preferably in a B2B SaaS environment