Customer Success & Support Operations Lead (Remote)

About the role

Ethos is seeking an experienced leader to drive customer success and support operations for a cutting‑edge AI lab. You will work remotely, shaping AI‑generated documents, spreadsheets, and slide decks that power core business workflows.

Key responsibilities

• Design, evaluate, and refine AI‑generated customer health‑score dashboards, renewal risk scorecards, and quarterly business review decks.
• Develop escalation runbooks, onboarding/playbook materials, and voice‑of‑customer synthesis briefs.
• Own health‑score models and renewal forecasting for a B2B SaaS or services organization.
• Translate complex support and usage data into trusted executive‑level deliverables.

Required profile

• 4+ years leading customer success or support operations teams in a B2B SaaS or services context.
• Proven track record with health‑score models, renewal forecasting, and data‑driven reporting.
• Exceptional written communication and meticulous attention to detail.

Required skills

• Expert‑level document, spreadsheet, and slide deck craftsmanship.

What we offer

• $70 USD per hour, flexible 5‑20 hours per week (or more).
• Fully remote work schedule, start date ASAP.
• Opportunity to influence a leading foundational AI lab.