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Ideogram · 1 week ago

Customer Success Lead

Toronto, Ontario, Canada

Full-time

Onsite

Mid, Senior Level

Ideogram is a company focused on making world-class design accessible through generative media and AI workflows. They are seeking a Customer Success Lead to build relationships with users, provide support, and leverage AI to enhance customer experience and community engagement.

Artificial Intelligence (AI)Generative AIInformation TechnologyInternet

Responsibilities

Deliver empathetic, timely support across all channels (Zendesk, Discord, email, etc.) with a strong focus on human connection and understanding, spotting issues early and acting fast to ensure users feel genuinely guided, supported, and empowered

Build Al-powered systems, macros, and tools to automate repetitive tasks, reduce manual triage, and develop scalable support strategies that blend human expertise with intelligent automation

Create and maintain help centre content, troubleshooting guides, docs, and support resources that meet users where they are

Act as the bridge between users and the product team, translating community feedback into actionable insights

Build AI-powered systems to collect, analyze, and synthesize feedback at scale

Collaborate with Product and Engineering to inform roadmaps and feature development

Partner cross-functionally to create educational resources, tutorials, and best practices that elevate users' creative output

Celebrate and amplify community creations, workflows, and stories

Develop a consistent content cadence that keeps users inspired, informed, and confident exploring new features

Grow and nurture a thriving Beta community across Discord and social channels through educational programming like creator spotlights, tutorials, events, and AMAs

Qualification

AI AutomationCustomer SupportCommunity ManagementContent CreationUser Feedback AnalysisOperational ExcellenceRelationship BuildingProblem SolvingCommunication SkillsCreative Thinking

Required

Customer-Obsessed Relationship Builder: You prioritize trust, empathy, clarity, and responsiveness. You love elevating user voices and helping creatives succeed

Strategic, Forward-Looking Problem Solver: You anticipate issues before they appear, think in systems, and naturally identify smarter, faster, more elegant ways to solve problems

AI-Savvy & Automation-Driven: You are excited to use AI to automate support operations, cluster and analyze user feedback, predict customer needs, build scalable workflows, streamline community management, and proactively improve user experience. You approach AI as a toolkit that elevates human connection, not replaces it

Creative & Curious: You love experimenting with new tools, learning from the community, and sharing insights that help others grow

Operationally Excellent: You bring consistency and structure, build strong processes, and aren't afraid to roll up your sleeves to execute

Communication & Storytelling Strength: You communicate clearly, turn complex ideas into approachable narratives, and help users feel empowered and informed

Preferred

Experience building AI-powered customer support systems or automation workflows

Background in design, creative tools, content creation, or online learning

Experience supporting early-stage, high-growth SaaS or creative tech communities

Familiarity with Discord community dynamics, moderation frameworks, or ambassador programs

Experience with beta programs or structured user research

Benefits

Competitive compensation and equity designed to recognize the value and impact of your contributions to Ideogram’s success.

4 weeks of vacation to recharge and explore.

Comprehensive health, vision, and dental coverage starting on day one.

RRSP/401(k) with employer match up to 4% to invest in your future from the moment you join.

Top-of-the-line tools and tech to fuel your creativity and productivity.

Toronto HQ perks: Steps from Union Station and the PATH, with team lunches every Tuesday and dinners every Thursday.

Autonomy to explore and experiment — whether you’re testing new ideas, running large-scale experiments, or diving into research, you’ll have access to compute/resources you need when there’s a clear business or creative use case. We encourage curiosity and bold thinking.

A culture of learning and growth, where curiosity is encouraged and mentorship is part of the journey.

Fully remote flexibility across North America, with regular in-person team meetups and collaboration opportunities.