Customer Success Lead – AI Operations

🕒 July 6

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $79k - $117k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Bitsight

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

Bitsight is a global cyber risk management leader transforming how organizations manage exposure, performance, and risk for themselves and their third parties. Companies rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss. Built on over a decade of market-leading innovation, Bitsight’s integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance and data analysis.

📋 Description

• Build AI-powered workflows, automations, prompts, templates, and tools that reduce manual work and improve Customer Success execution • Prototype and scale workflows such as automated EBR/QBR decks, renewal briefs, customer summaries, risk narratives, meeting preparation, and next-best-action recommendations • Help operationalize the Customer Success operating model, including lifecycle stages, health and risk models, renewal readiness, executive engagement, customer prioritization, and value tracking • Partner with Customer Success, RevOps, Data, Support, Product, and other teams to connect the right data into the right workflows • Work across Salesforce, Gainsight, Clari, Gong, Zendesk, Snowflake, Slack, Zoom, Google Workspace, Claude, ChatGPT, and other AI/automation tools • Establish prompt structures, QA checks, feedback loops, and documentation to ensure AI outputs are useful, accurate, and scalable • Gather feedback from CSMs and leaders, iterate quickly, and continuously improve workflows based on real team usage • Help CSMs spend less time on manual reporting, preparation, and coordination and more time on high-value customer engagement • Learn the CS operating model, current workflows, core systems, and biggest pain points during the first 90 days • Identify high-impact opportunities for AI and automation across the CS lifecycle • Ship practical AI-enabled workflows that reduce manual CSM effort • Build repeatable prompt, QA, and feedback processes • Help operationalize core lifecycle, health, risk, renewal, or EBR/QBR workflows • Demonstrate measurable impact on CSM productivity, consistency, or customer-facing output quality • Build a scalable AI and automation layer across the customer lifecycle and establish CS Ops as a strategic engine for scale, efficiency, and customer impact

🎯 Requirements

• 2–6+ years of experience in Customer Success Operations, Revenue Operations, Support Operations, Technical Account Management, Solutions Consulting, Customer Success, Technical Support, or a similar role • Demonstrated experience using AI tools to build practical workflows, automations, internal tools, summaries, agents, or business processes • Strong builder/operator mindset with a bias toward fast prototyping and iteration • Comfort working with CRM, CS, support, revenue, or data systems • Ability to take loosely defined ideas and turn them into structured execution • Strong systems thinking across process, data, tools, and user experience • Comfortable operating in ambiguity and making pragmatic tradeoffs • Strong cross-functional communication and documentation skills • High ownership, attention to detail, and willingness to incorporate feedback quickly • Hands-on experience with Salesforce, Gainsight, Gong, Clari, Zendesk, Slack, Zoom, Google Workspace, or similar GTM tools • Experience with Claude, Claude Code, ChatGPT, Gemini, Cursor, Replit, or other modern AI tools • Experience with automation tools such as Zapier, Make, Workato, n8n, Tray.io, or similar platforms • Familiarity with Snowflake, SQL, data warehouses, BI tools, or data modeling concepts • Experience building workflows that use CRM, call, support, product, or customer data • Customer-facing experience in CS, Support, TAM, Solutions Consulting, or Technical Support • Basic scripting, API, or low-code/no-code automation experience • Experience administering or configuring GTM systems

🏖️ Benefits

• Bonus or commission plan eligibility • Equity grant • Medical insurance • Dental insurance • Vision insurance • Paid parental leave • Flexible time off • 401(k) plan with employee and company contribution opportunities • Life insurance • Disability insurance • Tuition reimbursement • Reasonable accommodations for qualified individuals with disabilities or sincerely held religious beliefs