AI Customer Success Manager

Humach is a fast-growing company at the forefront of AI-powered customer experience. As an industry pioneer in work-from-home contact centers and digital agent solutions, we specialize in seamlessly blending human expertise with AI technology to enhance customer sales and support.

This is a fully remote position open to candidates who currently reside in Iowa, Wisconsin, Illinois, Texas, Florida, New Jersey, Michigan, and Minnesota. 

Responsibilities include:

• Participate in discovery, scoping, and design sessions to ensure alignment with client goals and success metrics. 
• Coordinate AI Whisperer assignments for testing and simulation labs. 
• Partner with product managers and service delivery teams to define reporting requirements and data markers. 
• Contribute to branding guide development and persona design. 
• Collaborate with product managers and AI whisperers to build and execute simulation scenarios. 
• Support internal UAT and monitor live interactions during hypercare to ensure a smooth launch. 
• Serve as the primary client-facing contact during go-live, stabilization and going forward. 
• Ensure real-time updates to AI responses and promptly flag post-launch issues. 
• Manage the workload and performance of assigned AI Whisperer team members. 
• Track KPIs and digital agent performance metrics in collaboration with Service Delivery. 
• Ensure KPIs are met; when gaps occur, partner with engineers to improve digital agent performance and customer experience 
• Maintain deep program knowledge and process expertise for assigned clients. 
• Conduct regular client business reviews (weekly, monthly, quarterly) to assess performance and identify opportunities. 
• Lead transcript audits and AI behavior reviews to inform tuning and roadmap updates. 
• Collaborate with the product manager to align future development with client needs, ensuring the solution remains dynamic, scalable, and enriched with new use cases that deliver ongoing value. 
• Manage client expectations and gather feedback to ensure outcomes align with KPIs. 
• Facilitate feedback loops with AI product manager and AI engineers to drive continuous improvement. 
• Ensure compliance with accessibility standards, data privacy regulations, and ethical AI practices. 
• Stay current on AI trends, tools, and best practices to continuously improve performance. 
• Set and uphold exceptionally high standards, demonstrating precision in every task and a passion for exceeding expectations. 
• Demonstrate curiosity and a willingness to explore emerging tools and technologies. 
• Adapt seamlessly to ambiguity, iterative development, and changing client or platform requirements. 
• Take ownership and communicate proactively while collaborating effectively across technical and non-technical teams. 

Qualifications:

• Bachelor's degree plus two to four years related experience and/or training; or equivalent combination of education in customer Success, project Management, or AI implementation. 
• Strong understanding of conversational AI, prompt engineering, and QA methodologies preferred. 
• Knowledge of Microsoft Office applications including Word, Excel, Outlook and Windows 11 is required. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists and interpret a variety of instructions furnished in different forms. 
• Excellent written communication and creative thinking skills. 
• Familiarity with tools such as Jira, bug tracking systems, and AI testing platforms preferred. 
• Experience coordinating cross-functional teams and managing client relationships. 

Humach offers a competitive compensation and benefits package, including medical, dental, 401k, life insurance, paid time off and much more. If you're ready to take your customer service experience to the next level, we would love to hear from you! 

Humach is an equal opportunity employer. We provide equal opportunity to all applicants based on qualifications, regardless of race, color, religion, age, sex, national origin, disability, pregnancy or childbirth, veteran status, genetic information, citizenship, or any other group protected by federal, state, or local laws and regulations. Humach participates in E-Verify to confirm employment eligibility for new hires. Successful candidates will be subject to a background check. 

Note: All correspondence from Humach regarding this position will be sent from a humach.com or humach.hire.trakstar.com email domain. Please do not respond to emails from any other similar domain asking you to respond with information and/or to complete a questionnaire.