AI-Powered Customer Success Ops Engineer

sambanovasystems; San Jose (CA); On-site; USD 110,000 - 160,000; Full time

Job summary

SambaNova Systems is seeking a Customer Success Operations Specialist to build and run the operating engine behind our CS organization, making AI-driven workflows the core of how the engine operates.

You'll design AI-powered workflows across the customer lifecycle, automate health scoring, and surface insights that previously required manual effort. This role partners with CS leadership to replace repetitive work with AI-enabled processes.

Qualifications

• 2-5 years of experience in Operations or Customer Success Operations (SaaS/tech environment preferred).
• Hands-on experience using AI tools in a work context - e.g., building workflows with LLM-based assistants, using AI features inside a CRM/CS platform, or automating tasks with AI-enabled platforms.
• Experience with a CRM (Salesforce or HubSpot) and, ideally, a Customer Success platform (Gainsight, Totango, ChurnZero, Vitally, or similar).
• Strong analytical skills - comfortable building reports/dashboards and translating data into clear recommendations.
• Advanced Excel/Google Sheets skills; SQL experience is a plus.
• A process-improvement mindset - you naturally look for ways to make things faster, cleaner, and more scalable, with AI as your default lever.
• Strong project management skills and the ability to juggle multiple workstreams independently.

Responsibilities

• Design and own AI-powered workflows across the customer lifecycle - onboarding, health scoring, renewal risk detection, QBR prep, and escalation triage.
• Evaluate, pilot, and implement AI tools (e.g., AI features within Gainsight/Salesforce, LLM-based assistants, automation platforms like Zapier/Workato) to reduce manual work for CSMs.
• Build AI-assisted reporting and insight generation - using AI to summarize account activity, flag churn risk, and generate customer-facing or internal-facing drafts (renewal emails, QBR decks, health summaries).
• Create and maintain prompt libraries, playbooks, and guardrails so AI tools are used consistently, accurately, and safely across the team.
• Continuously test new AI capabilities against real CS use cases and make recommendations on what to scale, adjust, or retire.
• Own and maintain the Customer Success tech stack (CRM, CS platform, automation/AI tools), including configuration, data hygiene, and integrations.
• Build and maintain dashboards that track health scores, renewals, churn/retention, NPS/CSAT, and the performance of AI-assisted workflows themselves.
• Design, document, and continuously improve CS workflows and playbooks with AI as the default first step, not a bolt-on.
• Partner with CS leadership to define and track key metrics (NRR, GRR, churn, time-to-value, AI-driven efficiency gains).
• Support CS forecasting, capacity planning, and account segmentation as the customer base grows.
• Act as the liaison between Customer Success, Sales, Product, and Data/IT on tooling, integrations, and AI adoption.
• Train and enable CSMs on new AI tools and workflows, and gather feedback to iterate quickly.
• Maintain data integrity across systems, since clean data is the foundation every AI workflow depends on.

Skills

Operations experience

AI tooling

Salesforce / HubSpot

Gainsight / Totango

Excel / Sheets

SQL

Project management

Tools

Gainsight

Salesforce

HubSpot

Zapier

Workato

Make

Job description

SambaNova Systems is seeking a Customer Success Operations Specialist to build and run the operating engine behind our CS organization, making AI-driven workflows the core of how the engine operates.

You'll design AI-powered workflows across the customer lifecycle, automate health scoring, and surface insights that previously required manual effort. This role partners with CS leadership to replace repetitive work with AI-enabled processes.