Customer Success Manager, AI & Automation

Small Improvements•Austin, TX

1d•Remote

About The Position

Small Improvements helps companies build feedback and performance processes that teams actually use. Our platform brings everything into one place, making it easier for teams to stay aligned, track progress, and turn feedback into action. We're incorporating AI to support this, helping teams write better feedback, surface insights, and reduce manual work. We're a small, thoughtful team of 19, mainly based in Berlin with colleagues in the US. This is a full-cycle CSM role with a long-term focus: over time, you'll own our entire AI and digital motion, as well as the systems that deliver a great customer experience even when a dedicated CSM isn't in the room. We're a lean Customer Team of three, looking for our fourth member. Everyone runs discovery calls, manages a book of business, and supports customers. But each person also owns an internal focus area. Yours will be our AI and digital CS infrastructure, working closely with automations, workflows, and data-driven programs to scale our impact beyond what four people can do manually. You'll ramp up over a few months, starting with customer work first, learning what actually drives success. Then you'll start building incrementally and intentionally, one small improvement at a time.

Requirements

Managed a book of business end-to-end and genuinely care about customer outcomes, not just renewal metrics.
Personally built automations and workflows before, not just used them.
Know what it takes to connect tools and make them work together.
Comfortable figuring things out without an engineering team to lean on.
Find workarounds, read documentation, and get things done resourcefully.
Worked at a small company and understand 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.
Think in systems. When you solve a problem once, you immediately think 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.
Connected systems, not just used them.
Comfortable working with data: pulling reports, identifying trends, and translating numbers into action.
Resourceful by nature: you figure 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 is a plus.
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, not just closing.
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.