Customer Success Manager (Remote | $55–$80/hr)

Synthires; California; Remote; USD 76,000 - 110,000; Full time

Benefits offered by this job

Remote work

W-2 employment via employer of record

Job summary

Cincinnatus LLC is offering a remote, full-time role for a Customer Support & Success Domain Expert. The position operates as a W-2 employment with about 40 hours per week, dedicated to supporting a leading AI research lab.

The role centers on optimizing support and onboarding workflows for AI models. Ideal candidates bring substantial experience in customer support or success, with hands-on skills in ticket triage, churn management, or onboarding.

Qualifications

• Substantial professional experience in customer support, customer success, or technical onboarding for business customers.
• Hands-on experience with ticket triage, escalation, churn/renewals, or onboarding workflows.
• Proficiency with CRM and invoicing tools such as Intercom, HubSpot, Stripe, Metabase, Zendesk, Salesforce or Looker.

Responsibilities

• Guide research and engineering teams in improving AI performance across customer support, customer success, and onboarding workflows.
• Audit workflows involving ticket triage, technical escalation, churn and renewals, customer adoption, onboarding, implementation, and billing.
• Design realistic customer support and success tasks based on actual ticket data, CRM, helpdesk, and billing constraints.
• Evaluate tasks and customer communications against established rubrics and provide structured feedback.
• Validate and refine evaluation rubrics across customer support and success workflows.
• Collaborate with subject matter experts to maintain consistency and accuracy in AI training data.

Skills

Customer support experience

Customer success

Technical onboarding

Policy compliance

Written communication

Tools

Intercom

HubSpot

Stripe

Metabase

Zendesk

Salesforce

Looker

Job description

Customer Support & Success Domain Expert (Remote | $55–$80/hr)

Position: Customer Support & Success Domain Expert

Type: Full-Time (W-2 Employment)

Compensation: $55–$80 per hour

Location: Remote (United States)

About the Opportunity

A leading AI research project is seeking experienced customer support, customer success, and technical onboarding professionals to improve the performance and reliability of advanced AI models. You will contribute real-world operational expertise to AI training, workflow evaluation, and benchmark development.

This is a W-2 employment opportunity with Cincinnatus LLC, with placement at a leading AI lab as part of its extended workforce.

Key Responsibilities

• Guide research and engineering teams in improving AI performance across customer support, customer success, and onboarding workflows.
• Audit workflows involving ticket triage, technical escalation, churn and renewals, customer adoption, onboarding, implementation, and billing.
• Design realistic customer support and success tasks based on actual ticket data, CRM, helpdesk, and billing constraints.
• Evaluate tasks and customer communications against established rubrics and provide structured feedback.
• Validate and refine evaluation rubrics across customer support and success workflows.
• Collaborate with subject matter experts to maintain consistency and accuracy in AI training data.

Required Qualifications

• Substantial professional experience in customer support, customer success, or technical onboarding for business customers.
• Hands-on experience in at least one core area: ticket triage and technical escalation, churn and renewal management, or onboarding and implementation.
• Daily working experience with tools such as Intercom, HubSpot, Stripe, and Metabase, or equivalent platforms such as Zendesk, Salesforce, and Looker.
• Ability to evaluate customer communications for authenticity and policy compliance.
• Demonstrable career progression.
• Availability for at least 40 hours per week on weekdays.
• Strong written communication skills and the ability to explain decisions clearly.

Compensation & Engagement

• $55–$80 per hour.
• Full-time W-2 employment through Cincinnatus LLC.
• 40 hours per week.
• Opportunity to work with a leading AI research laboratory.
• Cincinnatus LLC serves as the employer of record, handling payroll, benefits, and employment compliance.

Application Process

The application process was not specified in the provided listing.

Additional Terms

• Equal Employment Opportunity employer.
• Reasonable accommodations are available upon request.