Responsibilities
- Identify and prioritize automation opportunities across CS, Renewals, Professional Services, Support, and Customer Education
- Build and scale automations that support post-sale segments with limited or no account ownership, in addition to high-touch programs.
- Design AI-powered workflows using tools such as Workato, automation platforms, LLM-based tools, REST APIs and internal systems
- Develop standardized automation playbooks to scale repeatable solutions
- Research, identify, evaluate, and recommend third-party automation and AI tools aligned to business needs
- Configure and deploy automation workflows within existing systems (Salesforce, Gainsight, Zendesk, Rocketlane, etc.)
- Develop documentation, enablement materials, and change management strategies to drive adoption
- Build a library of “AI use cases” and reusable prompts / GEMs
- Track automation ROI, including time saved, cost avoided, and efficiency gains
- Ensure responsible and compliant use of AI, working with Security, Legal, and IT to address data governance, access controls, and risk management.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or related field
- 5+ years of experience in business operations, automation, AI implementation, or systems optimization within a SaaS environment
- Hands-on experience with workflow automation tools (Workato, Zapier, Make, etc.)
- Strong working knowledge working with AI tools and LLM applications (ChatGPT, Gemini, enterprise AI platforms) and other generative AI
- Comfort with scripting and APIs (Python or similar), SQL basics, and working with JSON/webhooks
- Strong systems thinking mindset with ability to map end-to-end workflows
- Experience partnering cross-functionally with business, IT, Security, and Data teams
- Proven ability to lead pilot programs and evaluate vendor solutions
- Strong communication skills and ability to influence without authority
- Experience supporting Customer Success, Renewals, Support, or Professional Services teams within a SaaS business environment
- Experience quantifying ROI for automation and AI initiatives
Nice to Have
- Experience with CRM systems (Salesforce)
- CS platforms (Gainsight)
- Support tools (Zendesk)
- Data warehouses (Snowflake)
Benefits
- Launch a career at one of the fastest-growing SaaS companies in North America and EMEA!
- Live your best life (LYBL)! $200/mo for anything that enhances your life
- Comprehensive employee health coverage
- 401(k) with company match
- Competitive compensation & bonus program
- Flexible vacation (exempt) / Accrued vacation (non-exempt)
- Time off for your birthday & volunteering
- Employee resource groups
- Opportunities for team and company-wide get-togethers!
- Parental Leave
Work Arrangement
Remote (Worldwide)
Additional Information
- Background checks are required.
- Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
- This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.
