We are hiring a Customer Success & Automation Lead for one of our U.S.-based clients in the e-commerce and influencer marketing industry. This company is rapidly scaling, and the CS team is transitioning from a fully manual support model to a hybrid product–automation, operations system.

Your mission is to work as a strategic partner to the VP of Customer Success: you will design internal workflows, automate operational processes, improve efficiency, and oversee the work of Customer Success Associates who will execute the workflows you create.

This is not a typical Customer Success role. This is a systems, automation, and team-leadership position, combining operational excellence with customer-centric thinking.

If you excel at building structured processes, leveraging AI/automation tools, and guiding junior team members, this role is for you.

Key Responsibilities

• Audit existing Customer Success workflows and identify opportunities for automation, efficiency, and system upgrades.
• Build automated processes using Airtable, Make, HubSpot, and other tools to replace manual work and streamline CS operations.
• Design and maintain internal operational systems (project management, CRM workflows, OKR tracking), ensuring they are scalable and easy to adopt across the team.
• Create clear documentation, SOPs, templates, and checklists that guide CS Associates in daily execution.
• Collaborate daily with Product Development, Creator Support, Billing, Fulfillment, and Marketing teams to keep workflows aligned and running smoothly.
• Act as a strategic thought partner to the VP of CS by evaluating bottlenecks, proposing automation plans, and supporting system-level improvements.
• Lead and support CS Associates: ensure workflow adherence, provide guidance on communication standards, and oversee progress through structured development plans.
• Support CSMs with escalations, campaign structure, and client communication templates (when needed), while focusing on improving and automating these processes long-term.
• Enhance reporting and operational visibility by optimizing templates, dashboards, and automated reporting structures.
• Willingness to complete the A-Players Startup Training Program as part of the onboarding and development process.
  

Requirements

• Minimum 2–3 years in Customer Success Operations, Support Operations, or similar workflow-heavy roles.
• Demonstrated experience building automations using tools such as Airtable, Make, Zapier, and HubSpot workflows.
• Proven record of process design, optimization, and documentation inside a fast-paced environment.
• Experience working with or supporting CS teams in tech, SaaS, or e-commerce.
• Experience in leadership or team oversight roles (formal or informal).

• Strong proficiency in English — C1 level spoken and written.

Soft Skills

• Systems thinker with the ability to zoom out and design end-to-end workflows.
• High ownership and autonomy — able to propose solutions, not just execute tasks.
• Strong communication, clarity, and ability to align multiple stakeholders.
• Problem-solving mindset and comfort working under fast-paced, dynamic conditions.
• Detail-oriented and structured — strong documentation discipline.

• Ability to coach and guide junior team members.

Bonus Skills

• Experience in influencer marketing, e-commerce operations, or EdTech.
• Familiarity with project management tools (ClickUp, Asana, Notion).

• Experience working closely with product/technical teams.

Why Join This Project

• Performance-Based Growth: Competitive salary with annual reviews tied to your impact.
• Supportive Environment: Work with a team that values your ideas and expertise.
• Generous Time Off: 20 paid vacation days + unlimited sick leave.
• Learning Opportunities: Join internal workshops and skill-building sessions.
• Exclusive Resources: Access our Internal Library and premium tools.

• Skill Development: Comprehensive training to grow both hard and soft skills.

Recruiting Flow

1. Initial interview with the Team Lead.
2. Take-home test assignment.
3. In-depth interview with our CEO (optional).
4. Offer.

5. Reference check.

What Is the Startup Training Program?

Our training is a 2-week, hands-on onboarding phase designed to help you succeed from day one.

During this time, you’ll:

• Work on real tasks reflecting startup operations — lead research, outreach, and CRM tracking.
• Receive daily assignments via your personal task board and individual feedback.
• Learn A-Players' level standards for communication, organization, and client support.
• Develop your understanding of startup workflows, AI tools, and growth funnels.
• Gain mentorship from the A-Players' core team and connect with fellow Associates.

• Upon successful completion, you’ll receive a Certificate of Completion.

⭐️ The training is not a test — it’s your launchpad for mastering the skills needed to collaborate effectively with U.S. founders and fast-growing startups.

Note: Salary for this position depends on your experience and the results of the test assignment.