About this role
Job title: Senior AI Automation Engineer for Customer Success Operations
About the Role We are hiring a Senior AI Automation Engineer for Customer Success Operations. This role will build the automation foundation to scale our CS organization to support 2-3x the number of Moveworks customers over the next 12 months, with 75% hands-on production systems and 25% architecture and advisory.
What You'll Do
- Build the AI Automation Foundation That Scales CS: Architect and implement automation infrastructure enabling CS to support 2-3x customers.
- Create AI-powered tools that deliver insights at scale, automate mid-market and digital-touch engagement, and enable new operating models to drive best-in-class retention and cost-to-retain.
- Use AI to Transform CS Operations: Build plugins using Moveworks Agent Studio, create specialized assistants, and leverage analytics products to automate work for CS, PS, and Support.
- Enable Customer-Facing Automation and Value Delivery: Eliminate manual workflows to free CS/PS time for high-value customer work.
- Define the AI Automation Strategy Across Customer-Facing Teams: Start with CS, then expand to Professional Services and Support; build integrations with ServiceNow and Microsoft Dynamics.
- Ship Production Systems with High Cross-Functional Collaboration: Partner with Data Science, Finance, Security, Privacy, and Product; work across ServiceNow, Moveworks, Claude, Rocketlane, Outlook, and Snowflake to deliver impact.
- Day-to-Day: Build automation infrastructure (75%); implement integrations; develop AI plugins and automations; ship production-ready solutions; architect scalable system integrations; advise cross-functional partners; establish automation guidelines.
What We're Looking For
- Senior IC with hands-on experience in building and deploying production automation for enterprise CS ops; comfortable working across internal and customer-facing automations.
- Proficiency with AI tools, Moveworks Agent Studio, and creating plugins/assistants; experience with analytics to automate workflows.
- Experience integrating with enterprise systems such as ServiceNow and Microsoft Dynamics; ability to design scalable playbooks and maintainable architectures.
- Strong cross-functional collaboration skills and ability to partner with Data Science, Finance, Security/Privacy, and Product.
- Familiarity with data pipelines and analytics for driving insights.
Nice to Have
- Experience with Claude, Rocketlane, Outlook, Snowflake, and other tools referenced in the role.
- Knowledge of compliance, security, and privacy considerations in enterprise integrations.
Compensation & Benefits
- Salary not disclosed