Senior Customer Success Manager

About the role

We are looking for a Senior Customer Success Manager to design and optimise our operational processes, leveraging AI and automation to boost team efficiency. You will work closely with product, engineering and data teams to build a scalable foundation for reliable AI integration across the Customer Success organisation.

Key responsibilities

• Architect and streamline existing team processes into a single source of truth, making documentation machine‑readable for AI tools and chatbots.
• Identify high‑frequency manual CSM workflows, design automation roadmaps and deploy AI tooling to increase efficiency, prioritising high‑impact items such as account plans.
• Collaborate with the Salesforce product team to design and implement dedicated Salesforce objects and workflows aligned with retention risk and operational improvement.
• Automate data and knowledge pipelines, linking Lightdash metrics dashboards to tools that provide instant partner performance insights.
• Define standard operating procedures and documentation for auditing partner UI, API designs and improvement opportunities, creating a success‑case repository for new product roll‑outs.

Required profile

• Proven experience in process architecture, operational design and workflow optimisation within a SaaS or fintech environment.
• Strong analytical mindset with a track record of implementing automation and AI‑driven solutions.
• Ability to work cross‑functionally with product, engineering and data teams to deliver scalable operational foundations.
• Excellent communication skills to document processes and drive adoption across the organisation.

Required skills

• Salesforce workflow and object configuration
• AI tooling and automation platforms
• Data pipeline automation (e.g., Lightdash, metrics dashboards)
• API and UI diagnostic frameworks
• Process documentation and knowledge‑base management