Business Operations Principal
About The Position
The Principal Customer Experience is responsible for identifying, designing, and operationalizing AI-driven improvements that materially increase Customer Success Manager productivity, reduce administrative overhead, and unlock more high-value customer engagement. This role leads a global, cross-functional program that leverages existing systems, data, and emerging AI capabilities to rapidly experiment, validate, and scale solutions that improve how Customer Success delivers value. This role acts as a strategic partner to Customer Success leadership, Product Operations, Data & Analytics, and Technology teams to embed intelligent workflows, insights, and automation into daily CS execution. This is a high-impact transformation role with global scope, focused on action, measurable outcomes, and adoption at scale.
Requirements
- 10+ years in Customer Success, CS Operations, Digital CS, Program Management, or adjacent roles
- Proven experience leading global programs or transformation initiatives
- Demonstrated exposure and hands-on work to AI-enabled tools, workflow automation, or CS platform integrations
- Strong understanding of core CS motions including onboarding, adoption, value realization, risk management, and renewals
- Demonstrated ability to influence cross-functional teams in a matrixed organization
- Program management excellence with a bias toward execution
- Strong working knowledge of AI concepts, automation, and data-driven workflows
- Ability to translate business problems into scalable, AI-enabled solutions
- Exceptional communication and storytelling skills
- Analytical mindset with strong data literacy
- Influence without authority
- Strategic problem solving
- Change leadership and adoption mindset
- Customer-centric thinking
- Execution discipline
- Acts as a global leader across all regions
- Balances consistency with regional nuance
- Engages global CSM cohorts for pilots, feedback, and rollout
Responsibilities
- AI-Enabled CSM Efficiency & Workflow Automation Identify high-volume, low-leverage CS workflows suitable for AI automation or augmentation Partner with Technology, Product Ops, and Analytics teams to design and deploy AI-driven capabilities including summaries, action recommendations, predictive insights, and automated preparation Integrate AI capabilities into the existing CS tool stack to eliminate administrative friction
- Global CS Efficiency Program Leadership Own a global program charter with clear workstreams, milestones, governance, and operating cadence Prioritize initiatives based on ROI, CSM time savings, adoption impact, and customer value Define and track program KPIs, dashboards, and success metrics
- Experimentation, Validation, and Scale Run rapid pilots with global CSM cohorts Gather quantitative and qualitative feedback to validate effectiveness Iterate quickly, sunset low-impact ideas, and transition proven solutions into scaled operations Partner with Enablement and Ops to ensure adoption and behavior change
- Data-Driven Insights & CSM Prioritization Collaborate with Analytics and CS Ops to deliver insights that help CSMs prioritize customer engagement Develop next-best-action recommendations, predictive health signals, and opportunity indicators Improve consistency and quality of decision-making across the CS organization
- Cross-Functional Partnership & Stakeholder Alignment Serve as the connective tissue across CS, CS Ops, Product, Engineering, RevOps, and AI teams Influence without authority to align priorities, timelines, and outcomes Represent CS workflows and requirements in internal AI strategy discussions
- Global Enablement & Adoption Partner with CS Enablement to develop playbooks, training, and communications for AI-powered workflows Drive consistent adoption across regions while accounting for local nuance Establish continuous feedback loops to inform improvement
- Change Leadership & Thought Partnership Evangelize the value of AI within Customer Success Build a culture of experimentation, learning, and data-driven execution Provide thought leadership on the evolving role of AI in Customer Success delivery
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
