Remote AI-Driven Customer Success Manager

Hermetic AI, Inc.; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer Success

Account management

Lifecycle marketing

Customer education

Data-driven

CRM/HubSpot

Video/ communications

Hospitality experience

Tools

Tripleseat

Delphi

Salesforce

HubSpot

Job description

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.