AI-First Customer Success Leader

GL Global

Birmingham (AL)

On-site

USD 150,000 - 210,000

Full time

5 days ago

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Job summary

GL Global is seeking a Head of AI-Driven Customer Success / Experience to lead the design and execution of an AI-powered customer journey for a sports tech SaaS scale-up in the US. This role blends strategic leadership with hands-on execution, shaping support, success and account management to drive retention and revenue.

The ideal candidate has led CS/Support in a SaaS environment, with a strong understanding of AI, automation and digital customer journeys, and the ability to coach a

Qualifications

Senior-level experience leading Customer Success, Customer Experience, Support or Account Management in a SaaS/tech environment.
Strong understanding of AI, automation and digital customer journeys.
Ability to think strategically while delivering hands-on execution.

Responsibilities

Build and lead an AI-first Customer Experience strategy and team.
Introduce AI-powered self-service, automation, triage and intelligent workflows.
Scale operations to handle major seasonal surges in customer demand.
Coach and develop the customer team to create a high-performing CS culture.
Evolve Account Management into a proactive, data-driven function.
Improve retention, engagement, adoption and overall satisfaction.
Strengthen feedback loops between customers, Product and Engineering.
Identify opportunities for account growth and increased revenue.

Skills

Customer Success leadership

AI in CX

SaaS experience

Team coaching

Job description

The ideal candidate has led CS/Support in a SaaS environment, with a strong understanding of AI, automation and digital customer journeys, and the ability to coach a

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