Customer Success Operations 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

The era of pervasive AI has arrived. In this era, organizations will use generative AI to unlock hidden value in their data, accelerate processes, reduce costs, drive efficiency and innovation to fundamentally transform their businesses and operations at scale.

SambaNova Suite™ is the first full-stack, generative AI platform, from chip to model, optimized for enterprise and government organizations. Powered by the intelligent SN40L chip, the SambaNova Suite is a fully integrated platform, delivered on-premises or in the cloud, combined with state-of-the-art open-source models that can be easily and securely fine-tuned using customer data for greater accuracy. Once adapted with customer data, customers retain model ownership in perpetuity, so they can turn generative AI into one of their most valuable assets.

About the Role

We're looking for a Customer Success Operations Specialist to build and run the operating engine behind our Customer Success organization - and to make AI tools and AI-driven workflows the core building block of how that engine works, not an add-on to it.

This isn't a traditional "reporting and process" ops role. You'll be expected to design CS workflows around AI from the ground up: using AI to synthesize customer signals, draft and route communications, automate health scoring and QBR prep, and surface insights that used to take a CSM hours to find. You'll partner closely with CS leadership to identify where AI can replace manual, repetitive work and where it should augment human judgement - then build, test, and own those workflows end to end.

This is a great fit for someone who's naturally curious about AI tooling (LLM-based assistants, automation platforms, AI features inside CRM/CS platforms), comfortable prototyping quickly, and excited to shape how a growing CS org operates in an AI-first way.

What You’ll Do

AI-Driven Operations (Core Focus)

• 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

Systems, Process & Reporting

• 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

Cross-Functional & Enablement

• 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

What We’re Looking For

• 2-5 years of experience in Operations, Business Operations, Revenue Operations, Sales Operations, or Customer Success Operations (SaaS/tech environment preferred)
• Genuine 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 (Zapier, Workato, Make, etc.)
• Comfort experimenting with new AI tools quickly, evaluating what works, and turning a rough idea into a repeatable workflow
• Hands-on 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
• Excellent written and verbal communication skills; comfortable working cross-functionally with Sales, Product, Data/IT, and CS leadership
• A high level o