Customer Success Automation Specialist

Are you ready to define the future of Customer Success? We are looking for our new CS Automation Specialist where you will be the strategic architect and owner of our entire AI agent program across Customer Success and post-sales. This is a unique opportunity to build and scale cutting-edge autonomous agents, translating deep CS domain knowledge and systems thinking into impactful business outcomes. If you are passionate about pushing the frontier of agentic AI and driving transformative operational efficiency, this challenge is for you.

In this role, you will…

Own the full AI agent programme for Customers Success
Design the business logic each CS agent follows: what triggers it, what data it reads, what action it takes
Continuously evaluate the agent landscape, identifying gaps, redundancies and opportunities across customer success
Research and recommend new AI tools and frameworks relevant to customer success automation
Define and maintain the quality standards and test cases that determine whether a CS agent is ready for production
Act as the primary strategic partner to Customers for Life leadership, translating operational needs into agent architecture decisions

Your day-to-day work and responsibilities include…

Designing and owning the business logic for each CS agent across the full customer lifecycle
Leading the agent roadmap for CS workstreams and making the case to leadership for where new agents create the most value
Running structured evaluations of new customer success automation tools and recommending what to adopt or deprioritise
Owning the recurring review cycle to ensure agents stay accurate as the customer base changes
Tracking agent performance and communicating impact in business terms: churn risk coverage, retention
Collaborating with automation engineers on deployment and infrastructure decisions

This position is for you if you have…

A track record of owning and designing automation or AI systems in a CS environment: you have made architectural decisions, not just implemented them
Deep knowledge of customer success processes and the data that drives them: health scoring, lifecycle management, renewal management and escalation handling
Strong understanding of what lives in Gainsight and what patterns signal churn risk
Hands-on experience evaluating and selecting AI or automation tooling in a CS context
Practical experience with LLMs and agentic AI: you understand where agents can act autonomously and where human judgment is genuinely needed
Strong stakeholder management: CS leaders care deeply about customer outcomes and you earn credibility by shipping things that demonstrably work
Systems thinking: you design for coherence and long-term maintainability, not just the immediate use case

Join us on our mission to make data a marketing superpower

Supermetrics builds an end-to-end marketing intelligence platform, with 15% of global advertising spend reported through our products.

We help marketers turn their data into insights that improve business results and predict the best next step. Our technology streamlines marketing data for over 200,000 businesses through a network of agencies and customers like Shopify, HubSpot, and Nestlé. Since our founding in 2013, we’ve grown from a one-person shop to a key player in the industry—and we’re just getting started!

We're a team of 400+ growth-minded people from diverse backgrounds. Together, we make a multicultural, resourceful, and collaborative team.

Supermetrics operates on trust, transparency, and a keen customer focus. Forward-looking and action-oriented, we work hard to raise the bar in our industry. As team players, we help each other and win together.

We're hiring for a diverse, skilled, and collaborative team and building an inclusive workplace where everyone is treated fairly and respectfully.

Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected.

It all started with a Google t-shirt... Read the rest of our growth story at supermetrics.com/about.

Our commitment to transparent hiring: At Supermetrics, we leverage AI in our early recruitment stages to efficiently match your skills to our roles and provide a frictionless scheduling experience. While AI helps us operate faster and fairer, all final hiring decisions and deep-dive interviews are conducted by our human team members.

Customer Success Automation Specialist

Job Description