Customer Success Manager

About the role

The Customer Success Manager will lead the design and optimisation of AI training scenarios and customer support workflows across multiple use cases. This remote position focuses on guiding analyst teams, delivering actionable feedback, and driving continuous improvement in a tech‑driven environment.

Key responsibilities

• Design, review, and optimise AI training scenarios and support workflows.
• Manage and mentor operational and Customer Success analyst teams.
• Collaborate cross‑functionally to provide feedback that enhances customer engagement and AI outcomes.
• Analyse workflow data and customer interactions using Zendesk, Intercom, Gorgias, and ServiceNow.
• Create and refine service scenarios, knowledge‑base content, and escalation processes.
• Deliver clear, actionable feedback to operational teams while championing continuous improvement.
• Coordinate team activities using Slack, Gmail, and calendar management tools in a remote setting.

Required profile

• 4+ years of experience in Customer Success Management or related fields.
• Proven leadership of Customer Success or operational analyst teams.
• Deep familiarity with Zendesk, Intercom, Gorgias, and ServiceNow.
• Demonstrated ability to design effective AI training tasks and real‑world scenarios.
• Strong analytical and problem‑solving skills with a focus on actionable insights.
• Excellent written and verbal communication, especially for feedback delivery.
• Proficiency with Slack, Gmail, and advanced calendar management.
• Adaptability and resourcefulness in dynamic, technology‑focused environments.

Required skills

• Zendesk
• Intercom
• Gorgias
• ServiceNow
• Slack
• Gmail
• Calendar management tools