Sr. Customer Success Transformation & AI Innovation Manager

Seismic is a go-to-market performance company that provides an AI revenue execution platform for customer-facing teams. The Sr. Customer Success Transformation & AI Innovation Manager will lead Customer Success transformation by applying AI, automation, data, and emerging technologies to redesign operating models, prototype solutions, improve intelligence-driven workflows, and deliver measurable business impact.

Responsibilities:

• Partner with CS leadership to translate the future-state vision for Customer Success into clear initiatives, workstreams, and execution plans
• Evaluate how work gets done today and identify where workflows should be eliminated, automated, augmented, or fundamentally redesigned
• Lead high-priority transformation initiatives that improve CS productivity, scalability, proactive engagement, and customer impact
• Bring a builder's mentality with an operator's discipline - moving beyond ideas and pilots to capabilities that are adopted, scaled, and delivering measurable value
• Coordinate across teams, manage dependencies, surface risks, and keep transformation initiatives moving with speed
• Help evolve the intelligence layer that connects customer signals across systems and uses AI to identify what matters, why it matters, and what action should happen next
• Partner across CS, Data, Product, and Operations to bring together signals such as product adoption, engagement, sentiment, support, relationship, lifecycle, and commercial data
• Translate customer intelligence into prioritized insights, risk and opportunity signals, and next-best actions for CS teams
• Help embed intelligence directly into CS workflows rather than creating more dashboards, tools, or places for teams to look
• Create closed-loop mechanisms that turn customer and CSM signals into intelligence, action, and measurable outcomes
• Translate CS business problems into AI-enabled workflows, solution concepts, data requirements, and technical approaches
• Rapidly prototype agents, automations, and AI-enabled workflows to test ideas and demonstrate what's possible, and accelerate decision-making
• Bring enough technical depth to work credibly across LLMs, agents, APIs, integrations, automation, enterprise data, and modern AI platforms
• Evaluate potential solutions and provide recommendations on when to build, buy, integrate, or leverage existing enterprise capabilities
• Partner closely with Engineering, Data, IT, Security, and Architecture teams to transition validated concepts into secure, scalable, production-ready capabilities
• Move initiatives from idea → prototype → pilot → production → adoption → measurable impact
• Partner with CS leaders and Enablement to ensure new capabilities translate into meaningful workflow and behavior change
• Establish success criteria and feedback loops to continuously improve solutions based on field usage and customer impact
• Measure transformation through improvements in productivity, capacity, adoption, proactive risk identification, retention, growth, and customer outcomes
• Provide clear visibility into progress, impact, dependencies, and decisions required to keep transformation moving with speed

Requirements:

• • 6+ years of experience across Customer Success, SaaS, GTM transformation, technology strategy, product, AI/automation, or related disciplines
• • Demonstrated experience leading cross-functional transformation or technology initiatives within CS, post-sales, or broader GTM organizations
• • Proven experience applying AI, automation, and data to solve real business problems
• • Strong working knowledge of modern AI capabilities, including LLMs, AI agents, APIs, integrations, workflow automation, and enterprise data
• • Hands-on experience prototyping AI-enabled workflows, agents, automations, or similar solutions
• • Experience with enterprise GTM technology ecosystems such as Salesforce, Gainsight or comparable CS platforms, data/BI platforms, and workflow automation technologies
• • Demonstrated ability to partner effectively with Engineering, Data, Product, IT, Security, and Operations
• • Proven ability to move complex initiatives from strategy through execution, adoption, and measurable business impact