Customer Success / Support Operations Lead

Ethos; United States; Remote; USD 482,000 - 1,929,000; Part time

Benefits offered by this job

Flexible schedule

Fully remote work

Job summary

Ethos is seeking experienced customer success and support operations leaders to train their AI model on professional documents, spreadsheets, and slide decks. You will craft health-score dashboards, renewal risk scorecards, and quarterly business review decks, translating messy data into trusted executive briefs.

This fully remote role requires 4+ years leading CS or support operations in a B2B SaaS setting, expert document and slide craftsmanship, and exceptional written communication to align

Qualifications

• 4+ years owning customer success or support operations for a B2B SaaS or services organization, including ownership of health-score models and renewal forecasting
• Proven ability to translate messy support and usage data into quarterly business review decks and escalation runbooks that executives and customers both trust
• Expert-level document, spreadsheet, and slide craftsmanship, with excellent written communication and attention to detail

Responsibilities

• Lead customer success and support operations to train AI models on professional documents, spreadsheets, and slide decks
• Create, evaluate, and refine AI-generated documents, spreadsheets, and slide decks across core workflows
• Develop health-score dashboards and renewal risk scorecards
• Produce escalation runbooks and onboarding/adoption playbooks
• Synthesize voice-of-customer insights for leadership briefs

Skills

Customer success

Support operations

Health-score models

Renewal forecasting

Executive decks

Escalation runbooks

Onboarding & adoption

Voice-of-customer synthesis

Document craftsmanship

Tools

Spreadsheet craft

Slide decks

Job description

Pay: $70/hr, up to $1.4k/week

We're working with a leading foundational AI lab to find experienced customer success and support operations leaders who can help train their latest language model on professional document, spreadsheet, and slide deck tasks.We're looking for customer success and support operations professionals with 4+ years leading customer success or support operations teams to create, evaluate, and refine AI-generated documents, spreadsheets, and slide decks across core workflows: customer health-score dashboards, renewal risk scorecards, quarterly business review decks, escalation runbooks, onboarding and adoption playbooks, and voice-of-customer synthesis briefs.
Compensation: $70/hour
Commitment: Flexible, 5-20 hours per week (or more if desired)
Location: Fully remote, work on your own schedule
Start date: ASAP
Qualifications:

• 4+ years owning customer success or support operations for a B2B SaaS or services organization, including ownership of health-score models and renewal forecasting
• Proven ability to translate messy support and usage data into quarterly business review decks and escalation runbooks that executives and customers both trust
• Expert-level document, spreadsheet, and slide craftsmanship, with excellent written communication and attention to detail

About Ethos

Ethos is a new expert network built by a McKinsey/SoftBank/DeepMind team and backed by world-leading investors like General Catalyst. We connect experts with investors and consultancies for paid expert calls, speaking engagements, and advisory opportunities.