Customer Success Automation Specialist

Supermetrics; Dublin; On-site; EUR 90,000 - 120,000; Full time

Job summary

Supermetrics is seeking a CS Automation Specialist to own and architect the AI agent program across Customer Success and post-sales. You will design the business logic for agents, specify triggers and data inputs, and lead the roadmap for CS automation initiatives.

You will evaluate tools, ensure production readiness with robust test cases, and partner with CS leadership to translate operational needs into scalable agent solutions.

Qualifications

• Experience owning and designing automation or AI systems in a CS environment.
• Ability to translate operational needs into agent architecture decisions.
• Strong understanding of CS processes, health scoring, lifecycle and renewal management.

Responsibilities

• Own the full AI agent programme for Customer Success.
• Design business logic for CS agents: triggers, data inputs, actions.
• Evaluate agent landscape for gaps and opportunities in CS.
• Research and recommend new AI tools for CS automation.
• Define and maintain quality standards and test cases for production readiness.
• Partner with Customers for Life leadership to guide agent architecture decisions.
• Own business logic for CS agents across the full customer lifecycle.
• Lead the agent roadmap for CS workstreams and build business cases for new agents.
• Evaluate and prioritise automation tools for adoption.
• Review agents regularly to reflect changing customer base and track impact.

Skills

Automation design

AI systems

CS leadership

Data-driven decisions

Stakeholder management

Systems thinking

Tools

Gainsight

LLMs

Agent tooling

Job description

About the Role

We are looking for a CS Automation Specialist who will be the strategic architect and owner of our entire AI agent program across Customer Success and post‑sales.

Responsibilities

• Own the full AI agent programme for Customer Success
• Design the business logic each CS agent follows: triggers, data inputs, actions
• Continuously evaluate the agent landscape and identify gaps, redundancies and opportunities across customer success
• Research and recommend new AI tools and frameworks for customer success automation
• Define and maintain quality standards and test cases that determine whether a CS agent is ready for production
• Act as the primary strategic partner to Customers for Life leadership, translating operational needs into agent architecture decisions
• Design and own the business logic for each CS agent across the full customer lifecycle
• Lead the agent roadmap for CS workstreams and build business cases for new agents
• Run structured evaluations of customer success automation tools and recommend adoption or de‑prioritisation
• Own the recurring review cycle to keep agents accurate as the customer base changes
• Track agent performance and communicate impact in business terms (e.g., churn risk coverage, retention)
• Collaborate with automation engineers on deployment and infrastructure decisions

Qualifications

• A track record of owning and designing automation or AI systems in a CS environment, with architectural decision experience
• Deep knowledge of customer success processes and the data that drives them (health scoring, lifecycle management, renewal management, escalation handling)
• Strong understanding of Gainsight and patterns that signal churn risk
• Hands‑on experience evaluating and selecting AI or automation tooling in a CS context
• Practical experience with LLMs and agentic AI, understanding where agents can act autonomously versus when human judgment is needed
• Strong stakeholder management and credibility with CS leaders
• Systems thinking – designing for coherence and long‑term maintainability

Company

Supermetrics builds an end‑to‑end marketing intelligence platform that helps marketers turn data into insights.

Commitment to Diversity and Inclusion

We are committed to providing a welcoming and inclusive workplace for all. We believe a diverse workforce is a strong workforce and are dedicated to creating an environment where everyone feels valued and respected.