Senior AI-Driven Implementation & Support Lead

Audyence, Inc.; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401k

Monthly stipends for health & wellness

Job summary

Audyence, Inc. is seeking a Senior Implementation and Support Manager to modernize and scale its implementation and support function. You will own onboarding for all customers, write the processes, and drive AI-enabled automation to unblock users daily.

You will work alongside an Enterprise CSM to define account strategies, escalation paths, and training gaps, turning recurring issues into permanent, self-serve solutions. You’ll report to the VP of CX in a fast-growing, value-driven environment.

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 willingness to adapt as the landscape changes.
• Experience in B2B SaaS in implementation or support roles, onboarding and change management.
• Ability to teach and transfer capability to customers.
• Experience building self-service content: help centers, knowledge bases, SOPs.
• Comfort working from a queue with defined response times and escalation judgment.

Responsibilities

• Own onboarding for large and small accounts and design scalable processes.
• Define how the support queue runs, what it promises, and what gets recorded.
• Ensure customers are unblocked and educated in the product on a daily basis.
• Collaborate with the Enterprise CSM on relationship strategy and forecast.
• Design onboarding that scales by account size and build self-service materials.
• Document recurring problems as permanent answers to reduce repeat inquiries.

Skills

AI fluency

Customer-facing experience

SaaS/Business software

Tools

Ticketing system

Job description

Audyence, Inc. is seeking a Senior Implementation and Support Manager to modernize and scale its implementation and support function. You will own onboarding for all customers, write the processes, and drive AI-enabled automation to unblock users daily.

You will work alongside an Enterprise CSM to define account strategies, escalation paths, and training gaps, turning recurring issues into permanent, self-serve solutions. You’ll report to the VP of CX in a fast-growing, value-driven environment.