Sr. Customer Success Transformation & AI Innovation Manager

Overview We are seeking a Sr. CS Transformation & AI Manger to help accelerate the next generation of Customer Success. This role sits at the intersection of CS transformation, technology, data, and AI, with a mandate to turn our transformation strategy into new ways of working.

This person will identify where AI, automation, customer intelligence, and emerging technologies can simplify work, improve decision-making, increase team capacity, and enable more proactive and impactful customer engagement. This is not a traditional CS strategy role or a pure AI engineering role.

We are looking for a transformation leader with deep applied-AI fluency and a builder's mindset—someone who can connect business problems to technical possibilities, rapidly prototype solutions, and partner across CS, Product, Engineering, Data, and Operations to bring the best ideas to scale.

The opportunity is bigger than deploying AI tools. It's about fundamentally rethinking how Customer Success operates in an AI-enabled world.

Who you are: You are a strategic problem solver, technologist, builder, and transformation leader, who sees AI not simply as another tool, but as an opportunity to fundamentally rethink how Customer Success operates. You bring: Deep understanding of Customer Success, SaaS, and GTM operating models.

Strong applied-AI fluency and a point of view on how AI will reshape Customer Success. A builder's mentality with an operator's discipline—comfortable experimenting and prototyping, while accountable for getting solutions adopted and scaled.

Strong systems thinking across people, process, data, technology, and customer experience. The ability to move comfortably between business strategy and technical execution. A bias toward action and a track record of turning ambiguous problems into tangible solutions.

Strong cross-functional influence and the ability to create momentum across complex organizations. Curiosity and a desire to continuously experiment, learn, and push what's