AI Customer Success Architect
AI Customer Success Architect
Posted on :
21-08-2025
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1 Vacancy
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Job Description
Be the architect of AIpowered customer outcomes for the CS org of tomorrow.
AI is rewriting the rules of businessand Customer Success is next. At Concord were not just automating; were building an entirely new category: AIpowered teammates that 10x the performance of CSMs and the experience for customers.
This role doesnt exist in most companies 35 years it will be core to how modern orgs operate. Right now you get to help define it.
About Concord
Were an AIfirst company building the Model Context Protocol (MCP) infrastructure that will make traditional contract management obsolete. While others experiment with tools were creating the protocols connectors and systems that will become industry standards.
Weve already gained traction with 1500 companies and over 1M usersbut were just getting started. The next phase will fundamentally change how businesses sell support and scale.
If you like moving fast playing with the newest models and solving problems no one has solved yetyoull thrive here. If you need detailed playbooks and predictable tasks probably not.
This role is not for you if
If youre looking for:
A welldocumented playbook to follow from day one
A job focused on narrow administrative work
Incremental tweaks to systems someone else designed
Outdated unchanging tools and workflows
then this role will frustrate you.
This role is for you if
You thrive on:
Designing CS systems no one has built before
Figuring out how to solve problems without being told exactly what to do
Using the latest AI models MCP connectors and emerging tech
Working as an engineer product thinker (not just a process enforcer)
Rapid prototyping testing and improving every week
About the role
As our AI Customer Success Architect (reporting to the CEO) youll design and deploy AInative enablement that acts as a true colleague to our CSMs. Your systems will eliminate admin work surface signals before humans even ask and coach people in real timeso onboarding is flawless adoption compounds and retention follows.
Youll choose the tools use the newest MCP connectors tap into the latest large language models and build workflows others will copy years from now.
What youll drive (missions not chores)
- Build AI copilots for the CS lifecycle that prepare CSMs before customer meetings capture every signal during and coach afterward to accelerate onboarding adoption expansion and renewal.
- Design intelligent onboardingdynamic checklists resources and playbooks that adapt to product usage persona and health signals in real time.
- Turn messy data into instant clarity by unifying product telemetry CRM/CS tools (Gainsight ChurnZero etc.) and customer conversations into one actionable surface.
- Spot risk and opportunity before theyre obvious with signal detection and automated routing that nudges the right action at the right moment.
- Ship the nextgen CS stackselect models integrations and automations; implement LMS/knowledge bases/playbook platforms that actually get used.
- Instrument and learn weeklydefine the metrics that matter (TTTV adoption milestones expansion triggers renewal risk) and run experiments to move them.
What you bring
- 13 years in Customer Success enablement CX operations or similar SaaS roles
- Proficiency with CS platforms (e.g. Gainsight ChurnZero) and modern CRMs; comfort integrating data across systems
- Strong instructional design and content creation skillsable to make complex workflows simple and usable
- A builders mindsetyou optimize for whats possible over whats typical; you ship and iterate fast
- Datadriven approach to measure enablement impact and improve continuously
- Bonus: experience with contract management or B2B enterprise software; familiarity with LLMs automations and MCPstyle connectors
Why this is different
- Youll work with AI tools most companies wont touch for years
- Your colleagues will include AI agents you helped design
- The playbook isnt writtenyou get to invent it
- The impact is immediate: what you build directly amplifies Customer Success output and customer outcomes
Important information:
- Location: Austin TX. This role is fulltime inoffice at our Austin HQ (Northwest Hills)
If youve been waiting for your moment to shape the AI revolution in Customer Successthis is your boarding call.
Employment Type
Full-Time
Key Skills
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