Customer Success AI and Automation Lead

📋 Description

• • As the Customer Success AI and Automation Lead at Wrapbook, you will be instrumental in transforming our client success and support operations through the strategic implementation of AI and automation. This is a pivotal role focused on enhancing efficiency, improving customer outcomes, and empowering our Customer Success Managers (CSMs) and Support teams with cutting-edge tools and processes.
• • You will report directly to the Director of AI & Operational Transformation, working in close collaboration with the leadership of Customer Success and Support. This position demands a hands-on approach, blending deep process analysis, rigorous experimentation, innovative automation design, and effective cross-functional influence to drive significant operational improvements.
• • A core responsibility is **Capacity Creation**. This involves conducting detailed, structured time and workflow audits across both Customer Success and Support functions to pinpoint high-impact, repetitive manual tasks. You will meticulously map out end-to-end processes, documenting all inputs, decision points, and exceptions. Based on this analysis, you will design and launch AI-assisted workflows that CSMs will utilize consistently, with a clear mandate to quantify and validate the annualized hours saved. Crucially, you will ensure that this reclaimed time is strategically reinvested into more proactive customer engagement, preventing a mere shift towards reactive, albeit faster, support.
• • Another key area is **Signal Discovery & Prioritization**. In a consumption-based model, identifying leading indicators is paramount. You will focus on recognizing patterns in user behavior, friction points, and anomalies within the platform. Through structured micro-pilots, you will rigorously validate the usefulness of these identified signals. Your work will involve tracking false positives, assessing the cost of investigation, and measuring the outcomes of interventions. The goal is to evolve validated signals into a practical and effective prioritization model that guides CSM actions, moving beyond simple dashboard reporting.
• • **Workflow Automation** is central to this role. You will translate the detailed workflow maps into AI-ready playbooks. This involves building and deploying automations directly using platforms such as Salesforce Flow, Zapier, Airia, Pendo, or similar technologies. The approach will be iterative, starting with small, high-leverage automation slices before expanding the scope. Continuous iteration based on usage data and user feedback will be essential for optimizing these automations.
• • **Adoption & Enablement** are critical for the success of any new initiative. You will partner directly with frontline CSMs and Support teams to ensure the successful adoption and consistent weekly usage of deployed workflows. A significant part of your role will involve gathering feedback from these teams to drive continuous improvement of the automated processes. You will also be responsible for documenting all learnings to enable the replication of successful strategies across other functions within the company.
• • Success in this role will be measured by tangible outcomes: demonstrable annualized capacity creation across Customer Success and Support, a clear and measurable shift in CSM time allocation from reactive tasks to proactive, value-added engagement, and the establishment of validated leading signals that demonstrably improve prioritization and customer outcomes. Furthermore, a documented and reusable playbook for broader organizational rollout will signify a successful implementation of your strategies.
• • You will be a pragmatic systems thinker, passionate about redesigning how work gets done. Your background likely includes experience in Customer Success Operations, Business Operations, RevOps, process improvement, automation design, AI-enabled workflow development, or product/program management within operational contexts. This role requires a unique blend of strategic foresight and hands-on execution capabilities.
• • You must be comfortable with detailed workflow mapping, conducting structured experiments, and quantifying operational ROI. Your ability to collaborate effectively with engineers, influence frontline teams, and communicate clearly with both technical and non-technical stakeholders will be vital. While not requiring you to be a software engineer, technical fluency and the capability to execute automation designs in partnership with technical colleagues are essential. This is not a purely back-office role; it demands strong communication, cross-functional partnership, and a proven ability to drive adoption and change management.