Digital Customer Success Manager, AI & Automation

Ladders; United States; Remote; USD 106,000 - 160,000; Full time

Benefits offered by this job

Flexible remote work

Professional development stipend

Health and parental leave

Bonuses and equity

Job summary

Ladders is seeking a Digital Customer Success Manager, AI & Automation to shape and scale digital customer success experiences. You will blend customer strategy with AI-enabled execution to improve journeys and drive proactive engagement in a remote setting.

Remote role with opportunities to drive data-driven improvements, automate interventions, and collaborate across teams to deliver measurable value from the platform.

Qualifications

• 5-7+ years in a B2B SaaS environment focusing on customer success or digital solutions.
• Hands-on with LLM-based agents or automations, including at least 1 year in production.
• Experience using AI for coding and integrating AI with external systems.
• Ability to analyze product usage data to identify risks and opportunities.
• Experience running experiments and deriving actionable insights from data.

Responsibilities

• Optimize customer journeys by identifying friction points and creating automated, personalized interventions.
• Write and maintain code for digital customer success solutions, ensuring high-quality execution.
• Collaborate with cross-functional teams to deliver a seamless user experience.
• Analyze customer pain points and opportunities with a focus on data-driven solutions.
• Build and deploy digital customer success playbooks and agent architectures.
• Monitor agent performance and iterate on solutions based on real-world data.
• Champion the company's cultural principles while scaling the customer success function.

Skills

Customer success

Data analysis

Python

AI integration

Tools

Python

Job description

For our client, we are seeking a Digital Customer Success Manager, AI & Automation to join the team of a leader in the Enterprise Technology space.
This role will shape and scale digital customer success experiences that help customers realize more value from the company’s platform. You will combine customer success expertise with automation, data analysis, and hands-on technical execution to improve journeys, reduce friction, and drive proactive engagement. The position partners closely with cross-functional teams to design solutions that are personalized, measurable, and built for scale. This is a strong fit for someone who enjoys blending customer strategy with AI-enabled operational execution.
Location: Remote
Compensation: $105,910 – $160,200 annually

Responsibilities

• Optimize customer journeys by identifying friction points and creating automated, personalized interventions.
• Write and maintain code for digital customer success solutions, ensuring high-quality execution.
• Collaborate with cross-functional teams to deliver a seamless user experience.
• Analyze customer pain points and opportunities with a focus on data-driven solutions.
• Build and deploy digital customer success playbooks and agent architectures.
• Monitor agent performance and iterate on solutions based on real-world data.
• Champion the company's cultural principles while scaling the customer success function.

Qualifications

• 5-7 years of experience in a B2B SaaS environment, with a focus on customer success or digital solutions.
• Hands-on experience with LLM-based agents or automations, including at least 1 year in production.
• Proficiency in Python or experience using AI for coding, with a track record of integrating AI with external systems.
• Ability to analyze product usage data to identify risks and opportunities for customer engagement.
• Experience in running experiments and deriving actionable insights from data.

Benefits

• Flexible, employee-led remote work model.
• Professional development stipend for continuous learning.
• Comprehensive health and parental leave plans.
• Opportunity for performance-based bonuses and equity in a high-growth public company.

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.