Business Operations Principal

Job Description

Role Summary

The Principal Customer Experience is responsible for identifying, designing, and operationalizing AI-driven improvements that materially increase Customer Success Manager productivity, reduce administrative overhead, and unlock more high-value customer engagement.

This role leads a global, cross-functional program that leverages existing systems, data, and emerging AI capabilities to rapidly experiment, validate, and scale solutions that improve how Customer Success delivers value. This role acts as a strategic partner to Customer Success leadership, Product Operations, Data & Analytics, and Technology teams to embed intelligent workflows, insights, and automation into daily CS execution.

This is a high-impact transformation role with global scope, focused on action, measurable outcomes, and adoption at scale.

Key Responsibilities

1. AI-Enabled CSM Efficiency & Workflow Automation

• Identify high-volume, low-leverage CS workflows suitable for AI automation or augmentation
   

• Partner with Technology, Product Ops, and Analytics teams to design and deploy AI-driven capabilities including summaries, action recommendations, predictive insights, and automated preparation
   

• Integrate AI capabilities into the existing CS tool stack to eliminate administrative friction
   

2. Global CS Efficiency Program Leadership

• Own a global program charter with clear workstreams, milestones, governance, and operating cadence
   

• Prioritize initiatives based on ROI, CSM time savings, adoption impact, and customer value
   

• Define and track program KPIs, dashboards, and success metrics
   

3. Experimentation, Validation, and Scale

• Run rapid pilots with global CSM cohorts
   

• Gather quantitative and qualitative feedback to validate effectiveness
   

• Iterate quickly, sunset low-impact ideas, and transition proven solutions into scaled operations
   

• Partner with Enablement and Ops to ensure adoption and behavior change
   

4. Data-Driven Insights & CSM Prioritization

• Collaborate with Analytics and CS Ops to deliver insights that help CSMs prioritize customer engagement
   

• Develop next-best-action recommendations, predictive health signals, and opportunity indicators
   

• Improve consistency and quality of decision-making across the CS organization
   

5. Cross-Functional Partnership & Stakeholder Alignment

• Serve as the connective tissue across CS, CS Ops, Product, Engineering, RevOps, and AI teams
   

• Influence without authority to align priorities, timelines, and outcomes
   

• Represent CS workflows and requirements in internal AI strategy discussions
   

6. Global Enablement & Adoption

• Partner with CS Enablement to develop playbooks, training, and communications for AI-powered workflows
   

• Drive consistent adoption across regions while accounting for local nuance
   

• Establish continuous feedback loops to inform improvement
   

7. Change Leadership & Thought Partnership

• Evangelize the value of AI within Customer Success
   

• Build a culture of experimentation, learning, and data-driven execution
   

• Provide thought leadership on the evolving role of AI in Customer Success delivery
   

Key Performance Indicators (KPIs)

Success will be measured through:
 

• Increase in customer-facing time
   

• Adoption and sustained usage of AI-enabled workflows