Sr. Customer Success Transformation & AI Innovation Manager
Seismic
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Job summary
Seismic is seeking a Sr. CS Transformation & AI Manager to accelerate the next generation of Customer Success. This role sits at the intersection of CS transformation, technology, data, and AI, translating strategy into new ways of working and scaling with AI-enabled processes.
You will partner across CS, Data, Product, Engineering, and Operations to prototype solutions, turn business problems into technical opportunities, and drive measurable impact at scale.
Qualifications
- 6+ years of experience across Customer Success, SaaS, GTM transformation, technology strategy, AI/automation, or related disciplines.
- Demonstrated experience leading cross-functional transformation or technology initiatives within CS, post-sales, or broader GTM organizations.
- Proven experience applying AI, automation, and data to solve real business problems.
- Strong working knowledge of modern AI capabilities, including LLMs, AI agents, APIs, integrations, workflow automation, and enterprise data.
- Hands-on experience prototyping AI-enabled workflows, agents, automations, or similar solutions.
- Experience with enterprise GTM technology ecosystems such as Salesforce, Gainsight or comparable CS platforms, data/BI platforms, and workflow automation technologies.
- Demonstrated ability to partner effectively with Engineering, Data, Product, IT, Security, and Operations.
- Proven ability to move complex initiatives from strategy through execution, adoption, and measurable business impact.
Responsibilities
- Transform the CS Operating Model by translating vision into clear initiatives, workstreams, and plans.
- Advance CS intelligence by linking customer signals across systems to drive action.
- Architect and prototype AI-enabled solutions, including agents, automations, and workflows.
- Drive adoption and measurable impact by moving initiatives from idea to production and scale.
Skills
Tools
Job description
Seismic is the Go-To-Market Performance company, driving how organizations turn their strategy into revenue. Seismic brings together signals from customer conversations, buyer engagement, governed content, coaching and seller behavior to turn intelligence into winning action. Through its AI revenue execution platform, the company equips customer-facing teams with the insights, governance, and contextual guidance they need to execute with confidence and deliver measurable business outcomes. Trusted by 2,500 organizations and over 3.5 million users around the globe, Seismic is headquartered in San Diego with offices across North America, Europe and Asia-Pacific. Learn more at seismic.com.
Seismic is the Go-To-Market Performance company, driving how organizations turn their strategy into revenue. Seismic brings together signals from customer conversations, buyer engagement, governed content, coaching and seller behavior to turn intelligence into winning action. Through its AI revenue execution platform, the company equips customer-facing teams with the insights, governance, and contextual guidance they need to execute with confidence and deliver measurable business outcomes. Trusted by 2,500 organizations and over 3.5 million users around the globe, Seismic is headquartered in San Diego with offices across North America, Europe and Asia-Pacific. Learn more at seismic.com. Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.
We are seeking a Sr. CS Transformation & AI Manger to help accelerate the next generation of Customer Success. This role sits at the intersection of CS transformation, technology, data, and AI, with a mandate to turn our transformation strategy into new ways of working. This person will identify where AI, automation, customer intelligence, and emerging technologies can simplify work, improve decision-making, increase team capacity, and enable more proactive and impactful customer engagement. This is not a traditional CS strategy role or a pure AI engineering role. We are looking for a transformation leader with deep applied-AI fluency and a builder's mindset—someone who can connect business problems to technical possibilities, rapidly prototype solutions, and partner across CS, Product, Engineering, Data, and Operations to bring the best ideas to scale. The opportunity is bigger than deploying AI tools. It's about fundamentally rethinking how Customer Success operates in an AI-enabled world.
You are a strategic problem solver, technologist, builder, and transformation leader, who sees AI not simply as another tool, but as an opportunity to fundamentally rethink how Customer Success operates.
- Deep understanding of Customer Success, SaaS, and GTM operating models.
- Strong applied-AI fluency and a point of view on how AI will reshape Customer Success.
- A builder's mentality with an operator's discipline—comfortable experimenting and prototyping, while accountable for getting solutions adopted and scaled.
- Strong systems thinking across people, process, data, technology, and customer experience.
- The ability to move comfortably between business strategy and technical execution.
- A bias toward action and a track record of turning ambiguous problems into tangible solutions.
- Strong cross-functional influence and the ability to create momentum across complex organizations.
- Curiosity and a desire to continuously experiment, learn, and push what's possible.
- 6+ years of experience across Customer Success, SaaS, GTM transformation, technology strategy, product, AI/automation, or related disciplines.
- Demonstrated experience leading cross-functional transformation or technology initiatives within CS, post-sales, or broader GTM organizations.
- Proven experience applying AI, automation, and data to solve real business problems.
- Strong working knowledge of modern AI capabilities, including LLMs, AI agents, APIs, integrations, workflow automation, and enterprise data.
- Hands-on experience prototyping AI-enabled workflows, agents, automations, or similar solutions.
- Experience with enterprise GTM technology ecosystems such as Salesforce, Gainsight or comparable CS platforms, data/BI platforms, and workflow automation technologies.
- Demonstrated ability to partner effectively with Engineering, Data, Product, IT, Security, and Operations.
- Proven ability to move complex initiatives from strategy through execution, adoption, and measurable business impact.
Success means we aren't simply using more AI, we are operating Customer Success differently because of it. CS teams spend less time searching for information and performing manual work, customer intelligence becomes more proactive and actionable, and teams have greater capacity to focus on strategic customer engagement and value. Most importantly, AI and transformation become a measurable business capability—not a collection of tools, pilots, and experiments.
- Partner with CS leadership to translate the future-state vision for Customer Success into clear initiatives, workstreams, and execution plans.
- Evaluate how work gets done today and identify where workflows should be eliminated, automated, augmented, or fundamentally redesigned.
- Lead high-priority transformation initiatives that improve CS productivity, scalability, proactive engagement, and customer impact.
- Bring a builder's mentality with an operator's discipline - moving beyond ideas and pilots to capabilities that are adopted, scaled, and delivering measurable value.
- Coordinate across teams, manage dependencies, surface risks, and keep transformation initiatives moving with speed.
- Help evolve the intelligence layer that connects customer signals across systems and uses AI to identify what matters, why it matters, and what action should happen next.
- Partner across CS, Data, Product, and Operations to bring together signals such as product adoption, engagement, sentiment, support, relationship, lifecycle, and commercial data.
- Translate customer intelligence into prioritized insights, risk and opportunity signals, and next-best actions for CS teams.
- Help embed intelligence directly into CS workflows rather than creating more dashboards, tools, or places for teams to look.
- Create closed-loop mechanisms that turn customer and CSM signals into intelligence, action, and measurable outcomes.
- Translate CS business problems into AI-enabled workflows, solution concepts, data requirements, and technical approaches.
- Rapidly prototype agents, automations, and AI-enabled workflows to test ideas and demonstrate what's possible, and accelerate decision-making.
- Bring enough technical depth to work credibly across LLMs, agents, APIs, integrations, automation, enterprise data, and modern AI platforms.
- Evaluate potential solutions and provide recommendations on when to build, buy, integrate, or leverage existing enterprise capabilities.
- Partner closely with Engineering, Data, IT, Security, and Architecture teams to transition validated concepts into secure, scalable, production-ready capabilities.
- Move initiatives from idea → prototype → pilot → production → adoption → measurable impact.
- Partner with CS leaders and Enablement to ensure new capabilities translate into meaningful workflow and behavior change.
- Establish success criteria and feedback loops to continuously improve solutions based on field usage and customer impact.
- Measure transformation through improvements in productivity, capacity, adoption, proactive risk identification, retention, growth, and customer outcomes.
- Provide clear visibility into progress, impact, dependencies, and decisions required to keep transformation moving with speed.
At Seismic, we’re committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page. If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please click here. Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Please be aware we have noticed an increase in hiring scams potentially targeting Seismic candidates. Read our full statement on our Careers page. We are committed to fair and equitable compensation practices. Seismic's annual base salary range for this position will vary based on applicant's location, experience, job level, skills, and abilities as well as internal equity and alignment market data. Seismic's salary range for this position is: USD $123,100.00/Yr. - USD $212,300.00/Yr. This position is also eligible to participate in Seismic's incentive plans in addition to base salary. The actual incentive amount will very and will be subject to the terms and conditions set in the applicable incentive plan.
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