Customer Success Ai Transformation Lead

About Mirakl

Mirakl is the leading provider of eCommerce software solutions. Mirakl's suite of solutions provides enterprises with a transformative way to drive significant growth and efficiency in their online business.

Since 2012, Mirakl has been pioneering the platform economy, empowering retail and b2b enterprises with the most advanced, secure and scalable technology to digitize and expand product assortment through marketplace and dropship, improve efficiency in supplier catalog management and payments, personalize shopping experiences, and boost profits through retail media.

**About the Role**:
We are seeking an innovative and passionate Customer Success (CS) AI Transformation Lead for a 12-month assignment. In this unique role, you will reimagine how our global CS function operates by harnessing the power of AI and automation. You will work closely with CS leadership and teams across regions to identify, design, and drive transformative change, establishing the foundation for our next-generation customer success organization.

**Key Responsibilities**:

- AI Transformation Champion: Actively promote and advocate for AI adoption within CS; identify high-impact use cases and foster a culture of experimentation and learning.
- Builder & Innovator: Develop and deploy AI-powered solutions, such as custom agents or no-code automations, to streamline workflows and elevate the CS experience. Troubleshoot and guide team members in using these tools.
- Process Redesign: Deeply understand current CS workflows and pain points; challenge the status quo and propose bold, data-driven transformation opportunities.
- Product & Impact Focus: Prioritize initiatives based on potential business value; define and track KPIs to measure adoption, engagement, and outcomes.
- Change Leadership: Collaborate with cross-functional partners (Product, Tech, Ops, etc.) and lead change management within the CS organization to ensure successful adoption of new ways of working.

**V2 - Key Responsibilities**:

- **Learn & Inspire**:Stay current with latest AI trends & features at Mirakl and on the market - share best practices and success stories within the team fostering a culture of experimentation and learning
- **Assess & Prioritize**: Evaluate & redesign CS processes globally, identify high-impact transformation opportunities, and develop an AI transformation roadmap with clear milestones
- **Build & Roll Out**:Develop team-specific AI agents adopting a product-minded approach, support other team members in building their own
- **Lead Change**:Partner with CS leadership to drive adoption, provide training, communication and ensure smooth adoption of AI tools
- **Measure & Optimize**:Establish & monitor success metrics to continuously improve AI solutions based on performance data

**What Success Looks Like**:
**After 3 months**:

- Completed comprehensive assessment of current CS operations
- Identified top 5 AI transformation opportunities and built a roadmap

**After 6 months**:

- Launched first wave of AI agents or solutions with measurable value
- Trained CS teams on new tools and processes

**About You**:

- AI Enthusiast: You actively use and promote AI tools, stay up-to-date on AI trends, and confidently experiment with emerging solutions.
- Builder Mindset: You have hands-on experience building with AI (custom agents, no-code tools, workflow automations) and enjoy troubleshooting and enabling others.
- Business Savvy: You deeply understand customer success operations, with an eye for inefficiencies and opportunities for improvement.
- Problem Solver: You take a product-minded approach to transformation—identifying, scoping, and measuring the impact of new initiatives.
- Transformation Leader: You are a natural collaborator, able to lead cross-functional projects and drive adoption in a global, fast-paced environment.