Who This Role Is Not For
This isn't a role with a fixed playbook and clean lines you never cross. If you want a narrow, well-defined CS seat where the process is already built and your job is to run it, this isn't it. You'll be deploying software across messy, varied enterprise environments where there often isn't a documented answer. You'll move between deeply technical work and executive-level strategy in the same week. And if you see AI tools as a side novelty rather than central to how the job should be done — or if you'd rather wait for instructions than figure things out — you'll be working against the grain here
Who This Role Is For
This is for someone who wants to drive great customer outcomes today and help design what customer success looks like tomorrow. You're comfortable in technical environments — MDM deployments, API documentation, holding your own with IT and engineering — but you light up when that technical work turns into insights an executive team carries into the boardroom. You're genuinely curious about how the world's most innovative companies are adopting AI, and you want a front-row seat. Most of all, you're excited by a bigger question: how do you pair AI agents with human judgment to deliver better customer experiences at scale, and what should a CS team even look like when the tools are this powerful? If that excites you as much as the day-to-day, this is the right role.
What You'll Do
Get Customers Live
- Deploy Scout's browser extensions and desktop agents across enterprise environments, including MDM platforms like Intune and JAMF.
- Troubleshoot rollout issues across diverse IT configurations — there isn't always a playbook.
- Guide customers through leveraging Scout's APIs to integrate AI usage data into their workflows.
- Work closely with engineering to relay customer needs and shape product direction.
Deliver Insights & Advisory Services
- Own customer relationships from onboarding through ongoing success.
- Analyze AI usage data to surface actionable insights — adoption trends, tool traction, governance risks, productivity signals.
- Build reporting that CIOs, CTOs, and executive teams bring to their leadership and boards.
- Act as a consultative partner: help customers improve AI adoption, build out workflow intelligence solutions, and connect Scout's data to their strategic priorities.
Shape the Future of How We Deliver
- Use AI tools and platforms extensively in your own work — we practice what we preach.
- Build scalable processes and playbooks so that what you learn benefits the whole team.
- Help define what an agentic CS organization looks like — where AI handles the repeatable and humans focus on judgment, relationships, and creative problem-solving.
What We're Looking For
- 5+ years in professional services, customer success, or technical support at a SaaS company.
- Comfortable in technical environments — you can understand MDM deployment workflows, read API documentation, and hold your own with IT and engineering teams.
- Strong analytical instincts — you'll work with usage data daily and need to see the story in the numbers.
- Ability to translate technical data into executive-level insights.
- Genuine curiosity about the enterprise AI landscape — this space moves fast and you should be excited by that.
- A bias toward figuring things out over waiting for instructions.
- Demonstrated use of AI tools in your own work.
What Would Make You Stand Out
- Experience deploying software through MDM platforms (Intune, JAMF, or similar).
- Background in analytics, BI, or data-driven customer success.
- Experience scoping and delivering professional services engagements alongside a core SaaS product.
- Experience working with C-suite stakeholders or board-level reporting.
- Prior experience at an early-stage SaaS company where you wore multiple hats.
Why Larridin
You'll have a front-row seat to how the world's most innovative companies are adopting AI — not from a research report, but from real behavioral data across tens of thousands of users. You'll work directly with executive teams making decisions about AI transformation, at a company small enough that your work visibly moves the needle. And because we believe the CS function is about to be fundamentally reshaped by AI, you won't just do the job as it exists today — you'll help design what it becomes.
