AI-First Customer Operations & Automation Lead

SimpliGov LLC; Denver (CO); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, and vision benefits

401(k) with company match

Generous paid time off and flexible;"

Opportunity to drive digital gov tech

Job summary

SimpliGov LLC is seeking an experienced Customer Operations & Automation Manager to redefine how Customer Success works with AI-first workflows. You will own CS data, coordinate with Revenue Operations in Salesforce, and lead professional services capacity planning and forecasting.

This role partners with multiple teams to drive proactive service and scalable growth. You will ship automated AI-enabled processes, set data standards, and mentor CS teams on new tools.

Qualifications

• 5+ years in Customer Operations, Revenue Operations, Support Operations, or similar B2B SaaS role.

Responsibilities

• Find, prioritize, and ship AI and automation use cases across the customer lifecycle.
• Build and maintain automated workflows in Salesforce Flows, CS tools, and approved AI platforms.
• Set standards for responsible AI use with customer data.
• Train and enable CSMs on new tools and prompts, maintain a library of approved AI workflows.
• Map and improve the customer journey end-to-end from sales to onboarding, renewal and expansion.
• Design CS playbooks, SLAs, escalation paths, drive adoption, plan capacity and coverage models.
• Run voice-of-customer loop and route insights to Product and leadership.
• Serve as CS's primary partner to Revenue Operations: own CS data quality in Salesforce, agree metrics with RevOps and Finance, keep integrations working.
• Build and maintain CS dashboards and renewal forecast view, prepare data for leadership and board.
• Own PS data, capacity plans, and revenue forecasts, produce regular PS reporting and flag risks.

Skills

5+ years in Ops roles

Salesforce expertise

LLM tools & AI platforms

Automation workflows

Strong communicator

Tools

Salesforce

Claude

ChatGPT Enterprise

Zapier

Workato

NetSuite OpenAir

Big Time

Salesforce Service Cloud

Zendesk

Gainsight

ChurnZero

Vitally

Job description

SimpliGov LLC is seeking an experienced Customer Operations & Automation Manager to redefine how Customer Success works with AI-first workflows. You will own CS data, coordinate with Revenue Operations in Salesforce, and lead professional services capacity planning and forecasting.

This role partners with multiple teams to drive proactive service and scalable growth. You will ship automated AI-enabled processes, set data standards, and mentor CS teams on new tools.