Head of Scalable Implementation & AI-Powered Support

Audyence; Austin, Northern (TX, KY); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Beautiful downtown Austin office

Competitive salary with bonus

Equity in Audyence

Medical, Dental, Vision insurance

401k

Home Internet stipend

Cell phone stipend

Child/Pet Care stipend

Job summary

Audyence in Austin, TX is seeking a Senior Implementation and Support Manager to modernize and scale the function. You will redesign processes, embed AI and automation, and create a durable system that outlasts you.

You will own onboarding for large and small accounts, manage the support queue, and build self‑service content while partnering with the Enterprise CSM to ensure customers are unblocked and successful on the platform.

Qualifications

• 5+ years in customer-facing technical support, implementation or solutions engineering at a B2B software company.
• Hands-on experience integrating external systems to our platform and teaching customers to do it themselves.
• Demonstrated AI fluency in day-to-day work and ability to adapt as the landscape changes.
• Experience in SaaS implementation or support, owning onboarding and customer training.

Responsibilities

• Design scalable onboarding and support processes for both large and small accounts.
• Work with AI and automation to improve workflows and reduce manual work.
• Teach customers by transferring capability and reducing their need for assistance.
• Manage a queue with defined response times and escalation rules.
• Document recurring questions and build a self-service knowledge base.
• Improve product by reporting customer impact and logging feature gaps.

Skills

Customer-facing

AI fluency

Teaching ability

Process design

Queue management

Job description

Audyence in Austin, TX is seeking a Senior Implementation and Support Manager to modernize and scale the function. You will redesign processes, embed AI and automation, and create a durable system that outlasts you.

You will own onboarding for large and small accounts, manage the support queue, and build self‑service content while partnering with the Enterprise CSM to ensure customers are unblocked and successful on the platform.