Sr. Customer Success Transformation & AI Innovation Manager

OverviewWe 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 possible.Qualifications & ExperienceRequired6+ 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. What Success Looks LikeSuccess means we aren't simply using more AI, we are operating Customer Success differently because of it. CS teams spend less time searching for information and performing manual work, customer intelligence becomes more proactive and actionable, and teams have greater capacity to focus on strategic customer engagement and value. Most importantly, AI and transformation become a measurable business capability—not a collection of tools, pilots, and experimentsWhat you'll be doing:Transform the CS Operating ModelPartner 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. Advance the CS Intelligence LayerHelp 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,