Customer Success Manager

Role Overview

The Customer Success Manager will build automated reporting that turns conversation transcripts into clear, actionable insights, so customers can improve the experience for their end users without a heavy-touch relationship.

What You Will Do

Build and maintain automated workflows that analyze conversation transcripts at scale, surfacing trends in intents, containment, fallbacks, escalations, drop-offs, and sentiment. Use LLMs and NLP techniques to tag, cluster, and summarize conversations, and validate output quality before it reaches customers.

Why It Might Be a Fit

The ideal candidate will have 4-6+ years of experience in analytics, customer success, or client-facing data roles, with hands-on experience with Python, SQL, or similar scripting, and working knowledge of LLMs and prompt engineering.

Requirements

• 4-6+ years in analytics, customer success, or client-facing data roles
• Hands-on experience with Python, SQL, or similar scripting
• Working knowledge of LLMs and prompt engineering
• Experience turning unstructured text or conversation data into clear, business-relevant findings
• Strong data storytelling skills and advanced Excel and PowerPoint
• Familiarity with conversational AI concepts like intents, NLU, dialog flows, and containment
• Excellent communication skills and the ability to build customer relationships in a low-touch model
• High attention to detail, strong initiative, and the ability to prioritize across a large portfolio

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Retirement plan
• Paid time off
• Flexible work arrangements