Customer Success Lead

Customer-obsessed relationship builder prioritizing trust, empathy, clarity, and responsiveness. Strategic, forward-looking problem solver who anticipates issues and thinks in systems. AI-savvy and automation-driven, excited to use AI to enhance human connection. Creative and curious, enjoying experimentation and learning. Operationally excellent, bringing consistency, structure, and execution. Strong communication and storytelling skills, turning complex ideas into approachable narratives. Experience building AI-powered customer support systems or automation workflows (bonus). Background in design, creative tools, content creation, or online learning (bonus). Experience supporting early-stage, high-growth SaaS or creative tech communities (bonus). Familiarity with Discord community dynamics, moderation frameworks, or ambassador programs (bonus). Experience with beta programs or structured user research (bonus).

Deliver empathetic and timely support across all channels. Build AI-powered systems for automation and scalable support strategies. Create and maintain help centre content and support resources. Act as the bridge between users and product teams, translating feedback into insights. Build AI-powered systems to collect and analyze feedback at scale. Collaborate with Product and Engineering to inform roadmaps. Create educational resources, tutorials, and best practices. Celebrate and amplify community creations and stories. Develop a consistent content cadence. Grow and nurture Beta communities across Discord and social channels. Organize educational programming for beta communities.