Note: The job is a remote job and is open to candidates in USA. Hermetic AI builds Mia, an AI teammate for hospitality event and private-dining sales. The Digital & Scaled Customer Success Manager will own customer success for SMB accounts and develop digital, webinar, video, lifecycle, and human-intervention programs that drive adoption, retention, and expansion.
Responsibilities
- Run digital lifecycle programs . Scope and launch feature-adoption campaigns, one-off announcements and the recurring customer emails that show owners their results (stats plus a real success story)
- Host live programs . Stand up and run webinars, feature-adoption sessions, office hours and customer events, including multi-customer sessions and regional best-practices meetups
- Make video at scale that still feels human . Record and produce short, personal training and update videos, using AI to cut production time
- Own the SMB book . Watch health signals in our CS Radar, and step in with a call when digital outreach doesn't move an account. Build and own the SMB intervention playbook
- Close the loop with detractors . Follow up with unhappy users (NPS detractors) in SMB accounts within one business day
- Find expansion . Spot upsell signals (new locations, features, sellers at other sites) across the full customer base and pass qualified opportunities to Sales
- Keep training content trusted . Review and approve AI-drafted help and training content before customers see it, and keep our customer training sites current as Mia ships new features
- Shape our scaled approach . Partner with AI operations to define how CS Radar works for hundreds of SMB accounts, and to design which touches are automated, partly automated or human-led
Skills
- 2 to 4+ years in customer success, account management, lifecycle marketing and customer education, including managing a high-volume or tech-touch book
- A clear communicator on camera, on stage and in writing; you can host a live session for 50 customers and write an email people actually read
- AI-native: you already use AI to produce content, analyze data and run programs faster, with examples to show us
- Data-driven: comfortable reading usage and health data and deciding who needs a human touch today
- Comfortable with a CRM and email automation (HubSpot a plus)
- Hospitality or restaurant experience is a strong plus
- Hospitality experience, ideally event sales, private dining, catering or restaurant operations
- Experience building a digital or scaled CS motion from scratch
- Video editing, webinar production or community-building experience
- Familiarity with Tripleseat, Delphi or other hospitality sales tools
Benefits
- Remote, United States
- Meaningful equity in a seed-stage company scaling fast
- Medical, Dental, Vision
- Unlimited PTO
Company Overview