Customer Success Manager, AI & Automation

Small Improvements•Austin, TX

2d•$70,000 - $75,000•Remote

About The Position

Small Improvements is seeking a Customer Success Manager (CSM) with a focus on AI and automation to join their lean Customer Team. This role is a full-cycle CSM position with a long-term perspective, aiming to own the AI and digital customer motion, as well as the systems that ensure a great customer experience. The ideal candidate will manage a book of business, conduct discovery calls, and support customers, while also taking ownership of the AI and digital CS infrastructure. This involves working with automations, workflows, and data-driven programs to scale the team's impact. The role offers a ramp-up period, starting with customer-facing work to understand success drivers before gradually building scalable systems.

Requirements

Managed a book of business end-to-end and genuinely care about customer outcomes.
Personally built automations and workflows before, not just used them. Knows what it takes to connect tools and make them work together.
Comfortable figuring things out without an engineering team to lean on. Finds workarounds, reads documentation, and gets things done resourcefully.
Experience at a small or early-stage company and understands what that means: shared ownership, no defined playbooks, and a bias toward action over process.
Energized by building something from scratch (a digital CS motion that doesn't fully exist yet) rather than inheriting a finished system.
Thinks in systems. When a problem is solved once, immediately thinks about how to make it repeatable.
1–2+ years in Customer Success or Account Management in B2B SaaS, with full-cycle ownership of a book of business.
2–3+ years of hands-on experience building automations and workflows, ideally across multiple tools. Has connected systems, not just used them.
Comfortable working with data: pulling reports, identifying trends, and translating numbers into action.
Resourceful by nature: figures things out without waiting for someone else to do it for you.
Experience at a small or early-stage company where you had to create structure, not just follow it.

Nice To Haves

SQL experience or a willingness to learn.
Familiarity with tools like Vitally, HubSpot, or Intercom is a plus, and excitement about going deep on them is a must.
Experience in HR Tech, Performance Management, or people operations software.

Responsibilities

Run discovery and consultative conversations with prospective customers, focused on long-term fit and outcomes.
Own the full customer journey from first conversation through onboarding, adoption, and renewal.
Act as the primary partner for your book of business by building trust, driving alignment, and identifying expansion opportunities.
Surface patterns across accounts and bring them back to the team to improve how we work and what we build.
Build and maintain automated workflows across Vitally, HubSpot, and Intercom, connecting the three to create seamless customer experiences and reduce manual work for the team.
Write SQL to pull and analyze data from BigQuery, surfacing the signals that help us intervene early or identify opportunities.
Design digital CS programs that keep customers progressing, even those without a dedicated CSM, through smart, timely, personalized touchpoints.
Turn what works in practice into repeatable assets: playbooks, automated sequences, guides, and videos.