Key skills
AISalesforceCommunicationCustomer Success
About this role
Role Overview
- Conduct structured time and workflow audits across Success and Support
- Identify high-impact, repeatable manual workflows
- Map processes end-to-end including inputs, decisions, and exceptions
- Design and launch AI-assisted workflows used consistently by CSMs
- Quantify and validate annualized hours saved
- Identify leading indicators in a consumption-based model
- Run structured micro-pilots to validate signal usefulness
- Translate mapped workflows into AI-ready playbooks
- Build and deploy automations directly using Salesforce Flow, Zapier, Airia, Pendo, or similar platforms
- Partner directly with frontline CSMs and Support teams
Requirements
- Experience in Customer Success Operations, Business Operations or RevOps, process improvement or automation, AI-enabled workflow design, or product or program management in operational environments.
- Strong communication and cross-functional partnership skills.
- Comfort with mapping workflows in detail and running structured experiments.
- Technical fluency and ability to execute on automation design in partnership with technical teammates.
Benefits
- Unlimited Paid Time Off
- Work from anywhere in Canada and USA
- Health and Dental benefits
- Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
- Up to 2% matching RRSP / 401K
- Learning and Development opportunities
- Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service