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Loop AI - Delivery Intelligence Platform · 2 days ago

Customer Success Enablement & Operations Lead

New York, NY

Full-time

Onsite

Mid, Senior Level

$130K/yr - $165K/yr

Loop AI is seeking a highly motivated Customer Success Enablement & Operations Lead to help build the foundation of their Customer Success organization. This role is crucial in ensuring the Customer Success team operates with clarity and excellence by building enablement resources and operational processes.

Artificial Intelligence (AI)Enterprise SoftwareMachine LearningSaaS

Responsibilities

Join a high-performing, fast-growing Customer Success team in builder mode

Own Customer Success enablement, including onboarding new CS team members and creating playbooks, templates, training materials, and internal documentation

Build and continuously improve the operational workflows that support the full customer lifecycle, including onboarding, adoption, renewals, expansion, and risk management

Partner closely with RevOps and Systems teams to help define, evaluate, and optimize CS tools and workflows, ensuring they are configured to support CS execution and customer outcomes

Create visibility and accountability across the customer lifecycle so no customer drops, follow-ups are clear, and risks are identified early

Define and track core CS metrics, contributing to dashboards and reporting that surface actionable insights for CS leadership

Partner with Sales, Product, RevOps, and Implementation to ensure clean handoffs and strong cross-functional alignment across the post-sale motion

Qualification

Customer SuccessCS OperationsEnablementRevOpsOperational workflowsMetrics trackingBuilder mentalityCross-functional collaborationClear communicationDetail-oriented

Required

Experience in Customer Success, CS Operations, Enablement, RevOps, or a related role at a fast-growing SaaS company, or prior founder or early-operator experience building and scaling processes in an early-stage environment

Strong enablement and operational instincts, with the ability to turn complexity into clear, scalable processes

Highly detail-oriented with a strong sense of ownership; you would never let a customer drop or a handoff break

Builder mentality that thrives in early-stage environments with evolving structure and ambiguity

Comfort partnering cross-functionally, including close collaboration with RevOps and Systems teams

Clear communicator with a bias for action and a high bar for execution

Background in the restaurant or hospitality industry (or deep appreciation for it), bringing a hospitality mindset grounded in customer obsession, attention to detail, and a high-touch, no-drop approach, with comfort operating in fast-paced, high-expectation environments