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

Synthires; United States; Remote; USD 76,000 - 110,000; Full time

Job summary

Cincinnatus LLC, acting as employer of record, is placing a remote Customer Support & Success Domain Expert with a leading AI lab. The role focuses on improving AI model performance through real-world operational expertise in support, onboarding, and success workflows.

You will work 40 hours per week on weekdays, leveraging tools like Intercom, HubSpot, Stripe and Metabase, and collaborate with research and engineering teams to refine evaluation rubrics and training data.

Qualifications

• Experience in customer support, customer success, or onboarding for business customers.
• Hands-on experience in ticket triage, escalation, churn/renewal, or onboarding.
• Daily experience with CRM/helpdesk tools (Intercom, HubSpot, Stripe, Metabase or equivalents).
• Ability to evaluate communications for authenticity and policy compliance.
• Career progression demonstrated.
• Availability for at least 40 hours per week on weekdays.
• Strong written communication and clear decision explanations.

Responsibilities

• Guide teams to improve AI support and onboarding workflows.
• Audit ticket triage, escalation, churn, renewals, onboarding, and billing.
• Design realistic support tasks from actual ticket data and constraints.
• Evaluate communications against rubrics and provide feedback.
• Collaborate with experts to ensure AI training data accuracy.

Skills

Customer support

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.