About Change Agent AI
Change Agent AI builds AI tools for organizers, advocates, nonprofits, campaigns, unions, and similar organizations working to create a more equitable world. Our mission is to make AI technology accessible to those working for justice, democracy, and community power.
About the role
You’ll be the primary point of contact for new clients as they onboard with our AI platform. You’ll make sure clients successfully adopt the technology, receive solid training and support, and actually achieve their goals. This role is how we build long-term client relationships and scale our impact. Our customer success team enables organizations to create, implement, and adopt AI into their work.
| Reports to | Director of Client Operations |
| Start date | Flexible based on candidate availability |
| Schedule | Full-time or part-time (flexible) |
Key responsibilities
Client onboarding and training (60%)
Guide new clients through onboarding
Walk clients through onboarding workflows and platform setup so they’re set up to get value from day one.
Conduct live training sessions
Run sessions via Zoom and Loom on AI tools and best practices, tailored to what each client actually does.
Create and maintain documentation
How-to docs, video tutorials, knowledge base articles. When a client asks a question twice, it should have a written answer the third time.
Build prompt templates and use-case libraries
Develop templates tailored to client needs so teams aren’t starting from scratch every time.
Track onboarding completion
Monitor completion rates and identify where clients get stuck so the process keeps getting better.
Ongoing customer support (30%)
First-line support
Client questions, troubleshooting, and feature requests come to you first. Resolve what you can, escalate what you can’t.
Communicate client feedback to engineering
Work with the head of customer success to translate what clients need into useful input for the dev team.
Monitor client health
Proactively reach out to at-risk accounts. Identify when a client is stuck before they tell you.
Maintain the support ticketing system
Keep tickets moving and make sure issues get resolved on time.
Identify expansion opportunities
Spot upsell and expansion opportunities within existing accounts as clients grow into the platform.
Internal operations and process improvement (10%)
Document and systematize CS processes
Build playbooks, templates, and checklists so the CS function scales as the client base grows.
Contribute to internal knowledge base
Maintain internal prompt template libraries and best practices documentation.
Collaborate on handoffs
Work with sales and consulting teams to make sure new clients transition smoothly from signed deal to active user.
Requirements
Must-haves
2–4 years minimum in customer success
Client operations, project management, or a related field. SaaS or nonprofit experience preferred.
Strong communication skills
Written and verbal. You can explain technical concepts clearly without being condescending. Our clients are experts at what they do — they’re not experts at AI.
Remote work experience
This cannot be your first remote job. You need to manage multiple priorities independently without someone checking in daily.
Familiar with support and knowledge base tools
Support ticketing systems, knowledge base tools, and video recording software (Loom, etc.).
Strong organizational and time management skills
You’ll be managing multiple client relationships simultaneously. Nothing can fall through the cracks.
Quick learner on new technology
You need to learn our platform well enough to train others on it and troubleshoot basic technical issues.
Connection to social justice, advocacy, or progressive causes
These clients can tell when someone is just collecting a paycheck.
Nice to have
- Experience working with AI-powered technologies or SaaS platforms
- Knowledge of CRM tools (HubSpot, Salesforce, Action Network) and project management software (ClickUp, Asana, Monday)
- Familiarity with the progressive, Democratic, or nonprofit space
- Background in training, instructional design, or technical writing
- Experience supporting advocacy organizations, campaigns, or unions
What we offer
- Work on projects that matter with organizations making a real difference
- Collaborative, mission-driven remote work environment
- Flexible schedule with autonomy to manage your workflow
- Professional development stipend for conferences, courses, and certifications
- Early access to new AI tools and features — you’ll use the platform daily with access to our fine-tuned models and unlimited tokens
- Health stipend, 401(k), professional development fund, PTO
How to apply
Send your application to careers@thechange.ai with the subject line “Customer Success Specialist Application.” Include:
- A brief introduction outlining your experience and qualifications
- A description of your approach to client onboarding and customer success
- Your resume or LinkedIn profile
- Your salary or hourly rate expectations and availability