Job Description

Section is an AI transformation company that helps organizations get real value from generative AI. As we scale our ProfAI led GTM, we need a senior operator to own and evolve our end-to-end Customer Success operating system across segments—spanning tech-touch, scaled, and strategic customers. This role will design and run the lifecycle architecture, tooling, automation, and success playbooks that drive onboarding, implementation, adoption, optimization, renewal, and expansion outcomes, while improving forecastability and retention without proportional CS headcount growth. By systematizing journeys, telemetry, health signals, and AI-driven interventions, this role will unlock capacity for our CSMs to focus on high-value strategic work and accelerate net dollar retention across the customer base.

What you’ll do

Own the AI-first Customer Success Operating System
Design and operate an end-to-end, automated customer lifecycle across segments—onboarding, implementation, adoption, optimization, renewal, and expansion. Build AI-augmented playbooks and in-product journeys that shorten time-to-value, improve adoption, increase renewal predictability, and surface expansion signals. Define the core success KPIs, dashboards, and health signals used to prioritize customer outcomes and forecast retention/expansion.

Build and operate an AI-driven CS tooling & data foundation (with Head of Data)
Own the CS tooling strategy and automation stack; integrate CRM, product telemetry, and engagement systems; and ensure instrumentation supports production AI interventions. Define event taxonomy and the operational health framework in partnership with the Head of Data; translate telemetry and predictive outputs into runnable playbooks, journeys, alerts, and workflows across lifecycle stages.

Drive product and GTM alignment to increase adoption and expansion
Partner with Product to convert behavioral and usage signals into prioritized improvements and adoption levers, with a formal VOC-to-roadmap cadence. Coordinate with Sales, Services, and RevOps on routing, packaging, and handoffs (entry/exit criteria) so implementation and success motions are tightly coupled and customers realize—and expand—value.

Amplify CSM throughput; run continuous improvement and leadership reporting
Create reusable templates, AI-enhanced enablement assets, and operational guardrails that measurably reduce manual effort and increase CSM capacity for higher-value accounts. Lead lifecycle experiments (onboarding, nudges, renewal motions, expansion triggers), run outcomes reviews/post-mortems, and report CS performance to leadership—translating results into investment priorities and operating model recommendations.

Who You Are:

Must-haves

• 7+ years in Customer Success within SaaS, with 3+ years building or leading tech-touch/scale CS programs.

• Prior experience standing up and operating a CS organization/function that heavily leverages automation and AI tools or practices. Concrete examples required (e.g., AI-driven playbooks, LLM-enabled communications, predictive health models).

• Deep platform and data experience — familiarity with Salesforce (CRM) and at least one customer success/engagement platform (e.g., Gainsight, ChurnZero, Totango) and event/telemetry data models.

• Practical experience applying LLMs/AI to CS problems (e.g., automated personalization, in-app coaches, health scoring, automation of repetitive communications) and an understanding of operational tradeoffs and guardrails for production systems.

• Strong experience partnering with data teams to translate models into operational playbooks and with product teams to influence roadmap and product design.

• Data-driven operator: KPI ownership, dashboarding, experimentation and the ability to translate results into prioritized operational plans.

• Excellent cross-functional influence — proven ability to work with Product, Engineering, Sales, and RevOps to deliver integrated solutions.

• Strong written and process design skills — experience producing playbooks, onboarding curriculum and automation templates that scale.

BONUS

• Experience in AI-first products or ML/LLM-based SaaS.

• Experience scaling CS teams or functions in high-growth companies.

Familiarity with hybrid software + services GTM models.

Culture & collaboration

• This hire will be a partner and multiplier for the existing CSM team. The role is explicitly designed to reduce manual work, unlock scale and create opportunities for CSMs to take on higher-value strategic work and career growth. We view this role as accelerating, not limiting, the development paths of current team members.

• We seek an operator who combines strategic vision with hands-on execution, and who will collaborate closely with our CSMs to co-design workflows, enablement and promotion paths.

Who we are

Section is the smartest, fastest, most cost-efficient partner for organizations to build AI-powered workforces. We help companies achieve 75%+ AI adoption and millions in ROI through our comprehensive product suite including ProfAI (AI-powered coaching) and advisory services for workforce transformation.

We're backed by leading investors and serve Fortune 100 companies including Unilever, Nike, Adobe and Autodesk. Join us in shaping the future of work through AI education and transformation.

Section is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified candidates regardless of race, gender, age, religion, sexual orientation, or disability status. All employment is decided on the basis of qualifications, merit, and business need. We encourage candidates of underrepresented backgrounds to apply.