Customer Success & Product Operations Specialist

Fieldcrest Ventures • Nashville, TN

104d • $100,000

About The Position

Fieldcrest Ventures is transforming a business with tens of millions in revenue using cutting-edge AI to redefine an entire industry. We're not talking about chatbots or basic automation. We're deploying agentic AI systems that can autonomously handle complex operational workflows at unprecedented scale. This role puts you at the center of that transformation. You'll be the first hire into a newly created Customer Success role to help prove out the revolutionary business model while being the product team’s go-to stakeholder for product refinement and improvement. If successful, this role becomes the blueprint for scaling across our portfolio. Fair warning: This isn't a traditional customer success role. You'll be stepping into a Customer Success position, but performing that function with a focus on informing the product we’ve built for the Customer Success function. You’ll basically be a hybrid of a product specialist acting as a CSM in order to better understand what they need from the product. If you need structure and predictability, this isn't for you. If you want to prove you can operate at the intersection of AI, product management, and business operations, this is your shot.

Requirements

• 2-4 years in customer success, account management, or related roles
• Prior experience with product management, business analyst, or product operations roles
• Experience with SaaS platforms, automation tools, or tech-enabled services
• Track record of exceeding targets through process optimization
• Comfortable with data, metrics, and systematic approaches to growth
• Comfortable with extensive regional travel (within driving distance) to meet with customers
• Genuinely excited about AI and its potential to transform business operations

Nice To Haves

• Systems thinking - Can see how individual actions scale across the business model
• Comfort with ambiguity - This role literally doesn't exist yet; you'll be defining it
• Data-driven decision making - Uses metrics to optimize both AI performance and account outcomes
• Relationship building - Still needs core relationship skills for high-touch strategic moments
• Learning agility - AI tools and workflows will evolve rapidly; you need to evolve with them

Responsibilities

• Partner with our proprietary AI agent system to manage account portfolios at unprecedented scale (10x industry standard)
• Monitor AI performance and intervene in cases requiring human judgment
• Optimize workflows between AI systems and human touchpoints for maximum efficiency
• Build processes that don't exist yet; creating the playbook as you go
• Own a multi-million dollar account portfolio
• Focus on proactive relationship building and expansion opportunities
• Travel to meet with clients in-person (50%+ travel)
• Determine what AI functionality is required for a CSM to balance operational support for accounts with strategic account management and growth efforts
• Use data to identify growth opportunities within existing accounts
• Provide feedback loop to improve AI system performance
• Document successful approaches for replication across the business
• Help design the customer experience for an AI-first service model
• Contribute to product roadmap based on real customer needs and AI capabilities

Benefits

• On-Target Earnings: $100,000+
• Performance Bonus
• Potential for stock options
• Rapid Promotion Potential

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level