Customer Success Manager, AI Enablement

Vendasta•Corman Park No. 344, SK

3d•Hybrid

About The Position

The Customer Success Manager, AI Enablement exists to own and optimize the self-serve partner cohort — a segment served primarily by Vendasta’s AI Employees. This role acts as the first human point of contact for new partners, bridging the gap between initial configuration and the AI-driven success layer. This role is responsible for conducting Configuration Calls that establish platform setup and AI Employee activation before handoff to the AI-driven success layer. Beyond onboarding, the CSM is accountable for the performance, configuration, and continuous improvement of the AI Employees (Vector, etc.) deployed as the frontline success layer. This role requires translating partner health signals into AI tuning decisions, escalating edge cases that require human intervention, and driving NRR within the self-serve cohort.

Requirements

3–5 years in Customer Success, Account Management, or equivalent client-facing SaaS role.
Bachelor’s degree in Business, Communications, Computer Science, or related discipline.
Hands-on experience configuring AI agents or AI-powered tools (e.g., Vendasta AI Workforce, Intercom Fin, Drift AI) in a business context.
Proficiency in prompt engineering to govern AI behavior, tone, and knowledge retrieval.
Ability to communicate clearly and effectively in written and verbal formats.
Working knowledge of LLMs and how to assess AI output quality and identify gaps.
Strong knowledge of Customer Success frameworks, including Success Planning and health scoring.
Systems-thinking mindset with the ability to design scalable AI-powered workflows.
Data literacy and the ability to interpret reports from CRM and AI performance dashboards.

Responsibilities

Conduct structured Configuration Calls to establish setup, document partner context, and set expectations for the AI-driven model.
Configure, deploy, and optimize AI personas, knowledge bases, and escalation logic while monitoring interaction quality and resolution rates.
Monitor health scores across the self-serve book, executing human-touch interventions for high-risk accounts to maintain NRR above 100%.
Build and iterate on AI-powered playbooks, including onboarding sequences and proactive check-in cadences.
Synthesize partner feedback and AI data into product recommendations, serving as an internal subject matter expert on AI Employee capabilities.