Customer Success Manager,
AI Academy

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Role: Customer Success Manager, AI Academy
Location: SmarterX HQ (Cleveland)
Reports To: Director of Customer Success, AI Academy

About SmarterX

SmarterX is an AI transformation company. We educate and empower leaders to reimagine business models, reinvent industries, and rethink what's possible. 

  • We believe AI will rapidly transform businesses, industries, jobs, the economy, educational systems, and society. 
  • We believe you can build a smarter version of any business through a responsible, human-centered approach to AI.
  • We believe the future of all business is AI native, AI emergent, or obsolete.  
  • We believe AI education and training is the foundation for success in every organization.

Our goal is to Accelerate AI Literacy for AllTM through courses, content and events. Consulting and speaking are also secondary solutions under the SmarterX brand.

SmarterX has three primary public-facing business units and brands:

  • Marketing AI Institute: Media, event and education business founded in 2016 that is designed to make AI approachable and actionable for marketers. The Institute has more than 90,000 contacts, and its flagship in-person conference, MAICON, draws 1,000+ marketers to Cleveland each year. 
  • AI Academy by SmarterX: Originally launched in 2020 under the Marketing AI Institute brand, AI Academy is being spun off as a dedicated site and brand. AI Academy is a high-growth business unit designed to prepare individuals and organizations for the future of work by making AI education accessible and personalized.
  • The Artificial Intelligence Show: The podcast is SmarterX’s fastest growing media channel with 65,000+ downloads per month. The podcast serves as a promotional tool and lead generator for SmarterX and its business units. 

SmarterX also has an internal AI Content Studio that supports audience growth, demand generation, and customer success across all brands / business units. The AI Content Studio produces blog posts, books, blueprints, courses, newsletters, podcasts, presentations, research, videos and webinars.

Role Overview

The Customer Success Manager, AI Academy will be responsible for ensuring a seamless and engaging experience for AI Academy members. 

This role will manage member onboarding, one-to-one communications, customer inquiries, engagement initiatives, and AI agent interactions to improve customer satisfaction and retention. The ideal candidate will collaborate closely with the Director of Customer Success to implement strategies that foster a strong, engaged learning community.

Key Responsibilities

Member Onboarding

  • Guide new members through the onboarding process to ensure a smooth transition into the AI Academy.
  • Provide orientation sessions, welcome communications, and resources to help members maximize their learning experience.
  • Track onboarding success metrics and make improvements as needed.

One-to-One Member Communications

  • Serve as the primary point of contact for AI Academy members, delivering clear and proactive communication.
  • Manage communications to keep members informed and engaged.
  • Develop resources such as FAQs, guides, and tutorials to support self-service learning.

Customer Inquiries & Support

  • Respond to and resolve member inquiries in a timely and professional manner.
  • Work closely with internal teams to address technical issues, course-related questions, and membership concerns.
  • Identify common challenges and develop scalable solutions to enhance customer satisfaction.

Member Engagement

  • Implement engagement strategies to drive continued participation in AI Academy programs.
  • Monitor member activity and proactively reach out to those who may need additional support or encouragement.
  • Coordinate community-building initiatives, such as webinars, discussion forums, and networking opportunities.

AI Agent Management

  • Oversee and optimize the use of AI-powered support agents to enhance customer interactions.
  • Ensure AI agents are trained with up-to-date information and provide accurate responses.
  • Continuously evaluate and refine AI-driven customer support processes for efficiency and effectiveness.

Qualifications & Experience

  • Experience in customer success, member engagement, or customer support roles.
  • Strong communication and relationship-building skills, with a passion for enhancing customer experiences.
  • Ability to manage multiple priorities and provide proactive solutions to customer needs.
  • Familiarity with CRM systems, email marketing tools, and AI-driven support technologies.
  • Experience in education, online learning, or membership-based programs is a plus.
  • Deep experience with HubSpot is preferred.
  • Advanced prompting abilities with standard LLMs and reasoning models. 
  • Extensive experience with OpenAI ChatGPT, Anthropic Claude, Google Gemini and / or Microsoft Copilot. 

Compensation & Benefits

  • Competitive base salary with performance-based incentives.
  • Profit-sharing and long-term incentive opportunities.
  • Comprehensive benefits package (health, dental, vision, Simple IRA, etc.).
  • Flexible work environment with a strong team culture.

How to Apply

Interested candidates should submit their resume and a cover letter outlining their experience and vision for enhancing customer success at the AI Academy at SmarterX. Apply here!