Customer Success Lead

Ideogram's mission is to make world-class design accessible to everyone, multiplying human creativity. We've raised nearly $100M, led by Andreessen Horowitz and Index Ventures, and are headquartered in Toronto.

We're looking for our first Customer Success Lead to become both the voice of the customer and the architect of a world-class support and community ecosystem. You will help define the future of customer experience at Ideogram, using AI and automation to streamline workflows, scale operations, and deliver proactive, delightful support.

Your Mission

Customer Support, CX Operations & AI Automation (~45%)

• Deliver empathetic, timely support across all channels (Zendesk, Discord, email)

• Build AI-powered systems, macros, and tools to automate repetitive tasks, reduce manual triage, and develop scalable support strategies that blend human expertise with intelligent automation

• Create and maintain help centre content, troubleshooting guides, and support resources

Voice of the Customer & Insights (~20%)

• Act as the bridge between users and the product team, translating community feedback into actionable insights

• Build AI-powered systems to collect, analyze, and synthesize feedback at scale

Education, Content & Community (~20%)

• Create educational resources, tutorials, and best practices that elevate users' creative output

Beta Community Management (~15%)

• Grow and nurture a thriving Beta community across Discord and social channels

What We're Looking For

• Customer-Obsessed Relationship Builder with empathy, clarity, and responsiveness

• AI-Savvy & Automation-Driven: Excited to use AI to automate support operations, cluster and analyze user feedback, predict customer needs, and build scalable workflows

• Operationally Excellent: Strong process-building skills, comfortable executing at scale

• Bonus: Experience building AI-powered customer support systems or automation workflows

What We Offer: 4 weeks vacation, comprehensive health/vision/dental from day one, RRSP with employer match, autonomy to explore and experiment, daily in-office lunches and dinners at Toronto HQ.