AI-Driven Customer Success Operations Engineer

SambaNova Systems; San Jose (CA); On-site; USD 128,000 - 134,000; Full time

Benefits offered by this job

Health insurance

Headspace

Gympass+

One Medical

Employee Assistance Program

Job summary

SambaNova Systems is seeking a Customer Success Operations Specialist to design AI-powered workflows across the customer lifecycle. You will own health scoring, QBR prep, and escalation triage, partnering with CS leadership to replace manual work with AI-enabled processes.

The role emphasizes hands-on use of AI tools within CRM/CS platforms, building dashboards, and maintaining data integrity. A focus on scalable, AI-first CS operations is essential.

Qualifications

• 2–5 years in Operations, Business Operations, Revenue Operations, Sales Operations, or Customer Success Operations (SaaS/tech).
• Hands-on experience using AI tools in a work context (LLM-based assistants, CRM AI features or automation platforms).
• Experience with a CRM (Salesforce or HubSpot) and a Customer Success platform (Gainsight, Totango, ChurnZero, Vitally, or similar).
• Strong analytical skills and ability to build reports/dashboards and translate data into recommendations.
• Advanced Excel/Google Sheets; SQL experience is a plus.
• Process-improvement mindset with AI as a default lever.

Responsibilities

• Design and own AI-powered workflows across the customer lifecycle (onboarding, health scoring, renewal risk detection, QBR prep, escalation triage).
• Evaluate, pilot, and implement AI tools to reduce manual work for CSMs (Gainsight, Salesforce, LLM-based assistants, automation platforms).
• Build AI-assisted reporting and insights: summarize activity, flag churn risk, draft renewal emails and QBR decks.
• Create and maintain prompt libraries, playbooks, and guardrails for consistent, safe AI usage.
• Test new AI capabilities against real CS use cases and decide what to scale or retire.
• Own CS tech stack configuration, data hygiene, and integrations.

Skills

AI tooling

CRM tools

Data analysis

Project management

Cross-functional collaboration

Communication

SQL

Prompts & governance

Tools

Salesforce

HubSpot

Gainsight

Totango

ChurnZero

Vitally

Job description

SambaNova Systems is seeking a Customer Success Operations Specialist to design AI-powered workflows across the customer lifecycle. You will own health scoring, QBR prep, and escalation triage, partnering with CS leadership to replace manual work with AI-enabled processes.

The role emphasizes hands-on use of AI tools within CRM/CS platforms, building dashboards, and maintaining data integrity. A focus on scalable, AI-first CS operations is essential.