Senior Customer Success Manager

About

the role

This role is dedicated to process architecture, operational design, tooling improvement, and continuous improvement across team workflows, documentation, and cross-functional agreements. Operating without portfolio ownership, the primary objective of the role is building a scalable operational foundation that increases team efficiency and structures workflows for reliable AI integration. Key Responsibilities

• AI Knowledge Architecture: Review, structure and architect the existing separated team processes into streamlined workflow to maintain the team's Single Source of Truth (SOT) with the help of AI so documentation is machine-readable and optimized, enabling internal AI tools and chatbots to accurately use the documentation to increase team efficiency. This would include streamlining the tracking of existing work through tooling advancement, mapping documentation needs, building the AI agents needed to optimise the process and rolling it out with the team for maximum efficiency and adoption.
• Automation Strategy & Execution: Scope, sequence, and execute a team’s operational processes roadmap - identifying high-frequency, manual CSM workflows which could be automated and deploying AI tooling to automate or partially automate them, prioritising the items with the largest return on the efficiency gains (ie Account Plans).
• Salesforce CSM workflows architecture: Design and work together with Salesforce product team to implement dedicated Salesforce workflows and objects to align with CSM processes (ie objects categorized by Retention risk vs. Operational improvement).
• Data & Knowledge Pipelines: Automate the flow from Lightdash metrics dashboards through available tools, mapping out data analysis needs so CSMs can evaluate partner performance instantly and notice the spikes.
• Partner UI & API Diagnostic Framework: Establish standard operating procedures and documentation to audit partner UI setups, technical design, and improvement opportunities, building the collection of the success cases depository which will streamline the new product features and APIs roll out across the team..
• Cross-Functional Operating Agreements: Identify efficiency draggers and formalize boundaries with operational and other teams to remove CSMs as fallback relays for ad-hoc operational questions and reactive work.