Head of Customer Success — Remote, AI Docs & Decks Lead

Ethos; Greater London; Remote; GBP 62,000 - 83,000; Part time

Job summary

Ethos is seeking a heads of customer success to guide CS or support operations for AI-backed document tasks. This remote role focuses on training language models on professional documents, spreadsheets, and slide decks, while building trusted, executive-ready decks and runbooks.

We require 4+ years leading CS or support ops, experience with health-score models and renewal forecasting, and exceptional document craftsmanship. Flexible, remote engagement with competitive hourly compensation.

Qualifications

• 4+ years owning customer success or support operations for a B2B SaaS or services organization, including ownership of health-score models and renewal forecasting
• Proven ability to translate messy support and usage data into quarterly business review decks and escalation runbooks that executives and customers both trust
• Expert-level document, spreadsheet, and slide craftsmanship, with excellent written communication and attention to detail

Responsibilities

• Lead CS or support operations initiatives to train AI models on professional documents, spreadsheets, and slide decks
• Create, evaluate, and refine AI-generated documents, schedules, and summaries across core workflows
• Produce health-score dashboards, renewal risk scorecards, and escalation playbooks for leadership and customers

Skills

CS ownership

Data-to-decks translation

Document/spreadsheet/slides craft

Job description

Ethos is seeking a heads of customer success to guide CS or support operations for AI-backed document tasks. This remote role focuses on training language models on professional documents, spreadsheets, and slide decks, while building trusted, executive-ready decks and runbooks.

We require 4+ years leading CS or support ops, experience with health-score models and renewal forecasting, and exceptional document craftsmanship. Flexible, remote engagement with competitive hourly compensation.