Customer Success Manager – Remote (Contract)

About the role

We are seeking an experienced Customer Success Manager to lead our remote support and AI training initiatives. In this contract position you will guide analyst teams, optimize workflows, and ensure high‑quality customer interactions across multiple platforms.

Key responsibilities

• Design, review, and improve AI training scenarios and customer support workflows for diverse use cases.
• Manage and mentor operational and Customer Success analyst teams, promoting best practices and performance excellence.
• Collaborate cross‑functionally to provide actionable feedback that enhances both customer engagement and AI training outcomes.
• Analyze workflow data and customer interactions using Zendesk, Intercom, Gorgias, and ServiceNow to identify improvement opportunities.
• Create and refine knowledge‑base materials, escalation processes, and service scenarios based on real‑world challenges.
• Coordinate team activities with Slack, Gmail, and calendar tools to maximize productivity in a remote environment.

Required profile

• Strong experience in Customer Success Management or related fields, with proven leadership of CS or operational analyst teams.
• Deep familiarity with major support platforms such as Zendesk, Intercom, Gorgias, and ServiceNow.
• Demonstrated ability to design effective AI training tasks and real‑world workflow scenarios.
• Exceptional analytical thinking, problem‑solving skills, and the ability to translate insights into practical actions.
• Excellent written and verbal communication, especially for feedback delivery and cross‑functional collaboration.
• Adaptability and resourcefulness in fast‑moving, technology‑driven environments.

Required skills

• Zendesk
• Intercom
• Gorgias
• ServiceNow
• Slack
• Gmail
• Advanced calendar management tools