Customer Success Manager, AI Enablement

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    "description": "<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Job Title: Customer Success Manager - AI Enablement</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Location: Saskatoon</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">The <span style=\"font-weight: bold\">Customer Success Manager, AI Enablement</span> exists to own and optimize the self-serve partner cohort — a segment served primarily by Vendasta’s AI Employees. This role acts as the first human point of contact for new partners, bridging the gap between initial configuration and the AI-driven success layer.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><br></span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">About the Job</span></span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">This role is responsible for conducting Configuration Calls that establish platform setup and AI Employee activation before handoff to the AI-driven success layer. Beyond onboarding, the CSM is accountable for the performance, configuration, and continuous improvement of the AI Employees (Vector, etc.) deployed as the frontline success layer. This role requires translating partner health signals into AI tuning decisions, escalating edge cases that require human intervention, and driving NRR within the self-serve cohort.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Your Impact</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Partner Onboarding:</span> Conduct structured Configuration Calls to establish setup, document partner context, and set expectations for the AI-driven model.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">AI Employee Ownership:</span> Configure, deploy, and optimize AI personas, knowledge bases, and escalation logic while monitoring interaction quality and resolution rates.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Cohort Health &amp; Retention:</span> Monitor health scores across the self-serve book, executing human-touch interventions for high-risk accounts to maintain NRR above 100%.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Workflow Design:</span> Build and iterate on AI-powered playbooks, including onboarding sequences and proactive check-in cadences.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Cross-Functional Advocacy:</span> Synthesize partner feedback and AI data into product recommendations, serving as an internal subject matter expert on AI Employee capabilities.</span></li>\n</ul>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">What You Bring to the Table</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">3–5 years in Customer Success, Account Management, or equivalent client-facing SaaS role.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Bachelor’s degree in Business, Communications, Computer Science, or related discipline.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Hands-on experience configuring AI agents or AI-powered tools (e.g., Vendasta AI Workforce, Intercom Fin, Drift AI) in a business context.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Proficiency in prompt engineering to govern AI behavior, tone, and knowledge retrieval.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Ability to communicate clearly and effectively in written and verbal formats.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Working knowledge of LLMs and how to assess AI output quality and identify gaps.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Strong knowledge of Customer Success frameworks, including Success Planning and health scoring.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Systems-thinking mindset with the ability to design scalable AI-powered workflows.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Data literacy and the ability to interpret reports from CRM and AI performance dashboards.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">About Vendasta</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">We help businesses get more customers. And keep them. We’re on a mission to build the most trusted AI-powered platform for small businesses and the partners who support them. At Vendasta, you’ll be part of something ambitious: helping bring AI transformation to local businesses at scale. As a team member, you’ll enjoy:</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Competitive health benefits, flex time, and annual work-from-anywhere options</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Equity opportunities and a chance to directly shape our AI future</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">A vibrant workplace culture that embraces experimentation, thought leadership, and continuous learning</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">A place where building AI isn’t just a buzzword, it’s the core of everything we do</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Perks</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Join the Vendasta family, where your growth, adaptability, and long-term career trajectory are our top priorities. We’re building for a rapidly changing, AI-powered world, and we’re committed to helping our people learn, evolve, and lead through it. At Vendasta, you’ll work alongside driven, curious teammates in a culture rooted in Drive, Innovation, Respect, and Agility, solving meaningful problems that shape the future of local business. We invest deeply in your development through continuous learning opportunities, hands-on exposure to emerging technologies, in-house training, education reimbursement, and leadership development programs designed to help you grow as the world evolves. We support this growth with flexibility, wellness benefits, and an environment that trusts you to do your best work - whether that’s learning something new, taking on bigger challenges, or building the next chapter of your career. At Vendasta, you’re not just keeping up with change. You’re growing with it.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Discover your potential. Build something that matters.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Help us lead the AI revolution from right here in Saskatoon.</span></p>\n<p><br></p>",
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