Customer Success Manager - AI Workflows & Automation (SMB Focus)

Role Overview

We are looking for a Customer Success Manager to own the end-to-end customer journey for SMB clients - from onboarding to activation, adoption, and long-term value realization.

This is a hands-on, high-impact role for someone who can guide customers in leveraging AI tools and automation workflows to achieve tangible business outcomes quickly.

Key Responsibilities

• Own onboarding for SMB customers, including product walkthroughs and use-case mapping
• Guide customers in building their first AI-driven workflows or automations
• Drive early adoption (first 30 days) by tracking activation milestones and resolving blockers
• Monitor customer health using usage data, engagement metrics, and feedback
• Create simple enablement resources (guides, templates, training materials)
• Identify upsell/expansion opportunities during onboarding and adoption
• Collaborate with Product and Engineering teams to share insights and improve the platform

Must-Have Requirements

• 3+ years in Customer Success, Onboarding, or Technical Account Management (SaaS)
• Experience with AI tools and automation platforms (e.g., ChatGPT, Claude, Gemini, Zapier, Make, or similar)
• Proven ability to help customers implement workflows or automations
• Strong communication skills - able to simplify technical concepts for business users
• Experience working with international clients (UK/EU exposure is a plus)
• Data-driven approach to tracking adoption and customer success metrics

Nice-to-Have

• Experience in AI-first or automation-focused SaaS environments
• Familiarity with customer success tools (e.g., Gainsight, Power BI)
• Experience building onboarding playbooks or training content
• Basic understanding of APIs, integrations, or workflow logic