Customer Success Manager; Remote

Customer Support & Success Domain Expert (Remote | $55–$80/hr)

Position: Customer Support & Success Domain Expert

Type: Full-Time (W-2 Employment)

Compensation: $55–$80 per hour

Location: Remote (United States)

A leading AI research project is seeking experienced customer support, customer success, and technical onboarding professionals to improve the performance and reliability of advanced AI models. You will contribute real-world operational expertise to AI training, workflow evaluation, and benchmark development.

This is a W-2 employment opportunity with Cincinnatus LLC, with placement at a leading AI lab as part of its extended workforce.

• Guide research and engineering teams in improving AI performance across customer support, customer success, and onboarding workflows.
• Audit workflows involving ticket triage, technical escalation, churn and renewals, customer adoption, onboarding, implementation, and billing.
• Design realistic customer support and success tasks based on actual ticket data, CRM, helpdesk, and billing constraints.
• Evaluate tasks and customer communications against established rubrics and provide structured feedback.
• Validate and refine evaluation rubrics across customer support and success workflows.
• Collaborate with subject matter experts to maintain consistency and accuracy in AI training data.

• Substantial professional experience in customer support, customer success, or technical onboarding for business customers.
• Hands-on experience in at least one core area: ticket triage and technical escalation, churn and renewal management, or onboarding and implementation.
• Daily working experience with tools such as Intercom, Hub Spot, Stripe, and Metabase, or equivalent platforms such as Zendesk, Salesforce, and Looker.
• Ability to evaluate customer communications for authenticity and policy compliance.
• Demonstrable career progression.
• Availability for at least 40 hours per week on weekdays.
• Strong written communication skills and the ability to explain decisions clearly.

• $55–$80 per hour.
• Full-time W-2 employment through Cincinnatus LLC.
• 40 hours per week.
• Opportunity to work with a leading AI research laboratory.
• Cincinnatus LLC serves as the employer of record, handling payroll, benefits, and employment compliance.

The application process was not specified in the provided listing.

• Equal Employment Opportunity employer.
• Reasonable accommodations are available upon request.