Digital & Scaled Customer Success Manager

Hermetic AI, Inc.; United States; À distance; USD 70 000 - 90 000; Plein temps

Résumé du poste

Hermetic AI, Inc. is seeking a Digital & Scaled Customer Success Manager for remote work in the United States. The role owns customer success for a long-tail SMB book, designs digital journeys, and leads lifecycle programs to drive adoption of Mia.

You’ll personally engage with customers when needed and collaborate with our AI operations team. You will run webinars, host live programs, and create scalable video content while maintaining a human touch in communications.

Qualifications

• 2 to 4+ years in customer success, account management, lifecycle marketing and customer education.
• Strong on-camera and written communication; capable of hosting live sessions.
• AI-native: comfortable using AI to produce content and analyze data.

Responsabilités

• Run digital lifecycle programs. Scope and launch feature-adoption campaigns, one-off announcements and recurring emails showing owners their results.
• Host live programs. Stand up and run webinars, feature-adoption sessions, office hours and customer events, including multi-customer sessions and regional meetups.
• Make video at scale that still feels human. Record and produce short, personal training and update videos using AI to cut production time.
• Own the SMB book. Monitor health signals and intervene with a call when digital outreach stalls progress; build the SMB playbook.
• Close the loop with detractors. Follow up with unhappy users in SMB accounts within one business day.
• Find expansion. Spot upsell signals and pass qualified opportunities to Sales.
• Keep training content trusted. Approve AI-drafted help and training content and keep training sites current as Mia ships new features.
• Shape our scaled approach. Define CS Radar usage for hundreds of SMB accounts and determine automation levels.

Connaissances

Customer Success

Account management

Lifecycle marketing

Customer education

Data-driven

CRM/HubSpot

Video/ communications

Hospitality experience

Outils

Tripleseat

Delphi

Salesforce

HubSpot

Description du poste

Digital & Scaled Customer Success Manager - Hermetic AI

Reports to: Head of Customer Success, working day to day with our AI operations team

Location: Remote, United States

Base salary: $70,000 to $90,000 + benefits

About Hermetic AI

Hermetic AI builds Mia, an AI teammate for hospitality event and private-dining sales. Mia responds to every lead instantly, qualifies it, books the appointment and hands the booking to the sales team, working inside tools like Tripleseat, Delphi and Salesforce. We are growing fast, heading toward 1,000 accounts, and we run the company on AI ourselves.

The role

You own customer success for our long tail of smaller accounts and every program that reaches customers one-to-many. You design the digital journey that keeps hundreds of accounts adopting Mia, watch which programs land, and personally pick up the phone when they don't. You own all SMB accounts after onboarding, and you run webinars, video and lifecycle programs for every tier.

This is a human role, built on AI. You won't build separate tools. You will use our central AI platform, shape what it produces with our AI operations team, and bring the judgment, voice and live presence that automation can't.

What you'll do

• Run digital lifecycle programs. Scope and launch feature-adoption campaigns, one-off announcements and the recurring customer emails that show owners their results (stats plus a real success story).
• Host live programs. Stand up and run webinars, feature-adoption sessions, office hours and customer events, including multi-customer sessions and regional best-practices meetups.
• Make video at scale that still feels human. Record and produce short, personal training and update videos, using AI to cut production time.
• Own the SMB book. Watch health signals in our CS Radar, and step in with a call when digital outreach doesn't move an account. Build and own the SMB intervention playbook.
• Close the loop with detractors. Follow up with unhappy users (NPS detractors) in SMB accounts within one business day.
• Find expansion. Spot upsell signals (new locations, features, sellers at other sites) across the full customer base and pass qualified opportunities to Sales.
• Keep training content trusted. Review and approve AI-drafted help and training content before customers see it, and keep our customer training sites current as Mia ships new features.
• Shape our scaled approach. Partner with AI operations to define how CS Radar works for hundreds of SMB accounts, and to design which touches are automated, partly automated or human-led.

How we'll measure success

• Percent of SMB accounts in healthy status, and gross retention of the SMB book
• Feature adoption lift after each campaign or session
• Webinar and office-hours attendance, and email engagement
• Detractor follow-up within one business day
• Expansion opportunities passed to Sales from the long tail

What you bring

• 2 to 4+ years in customer success, account management, lifecycle marketing and customer education, including managing a high-volume or tech-touch book
• A clear communicator on camera, on stage and in writing; you can host a live session for 50 customers and write an email people actually read
• AI-native: you already use AI to produce content, analyze data and run programs faster, with examples to show us
• Data-driven: comfortable reading usage and health data and deciding who needs a human touch today
• Comfortable with a CRM and email automation (HubSpot a plus)
• Hospitality or restaurant experience is a strong plus; our customers want people who get their world

Nice to have

• Hospitality experience, ideally event sales, private dining, catering or restaurant operations.
• Experience building a digital or scaled CS motion from scratch
• Video editing, webinar production or community-building experience
• Familiarity with Tripleseat, Delphi or other hospitality sales tools

What we offer

• Meaningful equity in a seed-stage company scaling fast