Job Title: Customer Success Manager - AI Enablement
Location: Saskatoon
The Customer Success Manager, AI Enablement exists to own and optimize the self-serve partner cohort — a segment served primarily by Vendasta’s AI Employees. This role acts as the first human point of contact for new partners, bridging the gap between initial configuration and the AI-driven success layer.
About the Job
This role is responsible for conducting Configuration Calls that establish platform setup and AI Employee activation before handoff to the AI-driven success layer. Beyond onboarding, the CSM is accountable for the performance, configuration, and continuous improvement of the AI Employees (Vector, etc.) deployed as the frontline success layer. This role requires translating partner health signals into AI tuning decisions, escalating edge cases that require human intervention, and driving NRR within the self-serve cohort.
Your Impact
- Partner Onboarding: Conduct structured Configuration Calls to establish setup, document partner context, and set expectations for the AI-driven model.
- AI Employee Ownership: Configure, deploy, and optimize AI personas, knowledge bases, and escalation logic while monitoring interaction quality and resolution rates.
- Cohort Health & Retention: Monitor health scores across the self-serve book, executing human-touch interventions for high-risk accounts to maintain NRR above 100%.
- Workflow Design: Build and iterate on AI-powered playbooks, including onboarding sequences and proactive check-in cadences.
- Cross-Functional Advocacy: Synthesize partner feedback and AI data into product recommendations, serving as an internal subject matter expert on AI Employee capabilities.
What You Bring to the Table
- 3–5 years in Customer Success, Account Management, or equivalent client-facing SaaS role.
- Bachelor’s degree in Business, Communications, Computer Science, or related discipline.
- Hands-on experience configuring AI agents or AI-powered tools (e.g., Vendasta AI Workforce, Intercom Fin, Drift AI) in a business context.
- Proficiency in prompt engineering to govern AI behavior, tone, and knowledge retrieval.
- Ability to communicate clearly and effectively in written and verbal formats.
- Working knowledge of LLMs and how to assess AI output quality and identify gaps.
- Strong knowledge of Customer Success frameworks, including Success Planning and health scoring.
- Systems-thinking mindset with the ability to design scalable AI-powered workflows.
- Data literacy and the ability to interpret reports from CRM and AI performance dashboards.
About Vendasta
We help businesses get more customers. And keep them. We’re on a mission to build the most trusted AI-powered platform for small businesses and the partners who support them. At Vendasta, you’ll be part of something ambitious: helping bring AI transformation to local businesses at scale. As a team member, you’ll enjoy:
- Competitive health benefits, flex time, and annual work-from-anywhere options
- Equity opportunities and a chance to directly shape our AI future
- A vibrant workplace culture that embraces experimentation, thought leadership, and continuous learning
- A place where building AI isn’t just a buzzword, it’s the core of everything we do
Perks
Join the Vendasta team, where your professional mastery and intellectual growth drive our platform forward. Step into an AI-first organization built for elite problem solvers who thrive on tackling complex business challenges and scaling sophisticated, automation-driven solutions.
Accelerate your professional trajectory through rigorous learning tracks, continuous operational development, and exposure to cutting-edge AI methodologies designed to push the boundaries of the B2B SaaS industry. We are bound by a high-performance culture rooted in our core values—Drive, Innovation, Respect, and Agility—where the true reward is the complexity of the challenge and the scale of your global impact. At Vendasta, you will find the infrastructure to build, the ecosystem to innovate, and an elite peer group required to sharpen your expertise. Master your craft. Solve the impossible. Build the future of SaaS with us.
Discover your potential. Build something that matters.
Help us lead the AI revolution from right here in Saskatoon.
Skills Required
- 3-5 years in Customer Success, Account Management, or equivalent client-facing SaaS role
- Bachelor's degree in Business, Communications, Computer Science, or related discipline
- Hands-on experience configuring AI agents or AI-powered tools in a business context
- Proficiency in prompt engineering to govern AI behavior, tone, and knowledge retrieval
- Working knowledge of LLMs and how to assess AI output quality
- Strong knowledge of Customer Success frameworks, including Success Planning
- Data literacy and ability to interpret reports from CRM and AI performance dashboards
What We Do
Our core purpose is to democratize technology for small businesses by making technology easy, accessible and affordable. We are a technology ecosystem that connects business with the vendors of products and services and the trusted experts that implement them. Trusted experts use our platform and marketplace to build a catalog of white label solutions to market, sell, bill, fulfill, and deliver to their business customers. Their business customers are provided access to a tightly integrated operating system, with a single login, to access all of the technology products and services they need to operate their businesses. Vendors of products and services provided a platform to manage the orders and fulfillment needed to manage their sales through our channel distribution network of over 10,000 trusted experts serving 6 million businesses
