Customer Success & Support Operations Lead (Part‑Time)

About the role

We are partnering with a leading foundational AI lab to train its newest language model on professional document, spreadsheet, and slide‑deck tasks. The role requires an experienced customer success and support operations leader to shape AI‑generated outputs for B2B SaaS workflows.

Key responsibilities

• Design, evaluate, and refine AI‑generated documents, spreadsheets, and slide decks for health‑score dashboards, renewal risk scorecards, quarterly business review decks, escalation runbooks, onboarding/playbooks, and voice‑of‑customer briefs.
• Own health‑score models and renewal forecasting processes.
• Translate complex support and usage data into trusted executive‑level deliverables.
• Collaborate with AI researchers to improve model performance on professional content.

Required profile

• 4+ years leading customer success or support operations in a B2B SaaS or services organization.
• Proven ownership of health‑score models and renewal forecasting.
• Expert‑level craftsmanship in documents, spreadsheets, and slide decks with meticulous attention to detail.
• Excellent written communication and ability to produce executive‑grade materials.

Required skills

• Advanced Excel for data analysis and reporting.
• PowerPoint for creating high‑impact slide decks.
• Word (or equivalent) for professional document preparation.

What we offer

• Compensation of $70 per hour.
• Flexible commitment of 5–20 hours per week (or more).
• Fully remote work with autonomy over schedule.
• Immediate start date.