Location: Remote (U.S. hours)Type: Full-time
What this role actually is
You are a primary owner of customer operations for Steno.ai. You ensure every customer can create a hyper-realistic AI Twin, successfully onboard into our platform, and receive a high-touch, personalized level of support (especially for enterprise launches). You are AI-savvy, customer-obsessed, product-obsessed, and elite at execution.
About Steno.ai
Steno.ai is building the future of commerce: direct 1:1 conversations between millions of fans and their favorite personalities. We create hyper-realistic AI Twins that turn personal brands into personal relationships at infinite scale.
Recent ElevenLabs press release: https://elevenlabs.io/blog/tony-robbins-launches-real-time-ai-coaching-in-his-own-voice-with-stenoai-and-elevenlabs
Why this role is amazing
Own the outcomes: You are the top owner of customer onboarding quality and delivery success.Immediate impact: Your work directly drives customer outcomes week to week.AI-first: You will live in prompts, agents, evals, and modern tooling.Elite customers: Help launch AI Twins for high-profile thought leaders, celebrities, influencers, and brands.Strong growth path: high performance can lead to expanded ownership as AI Success Lead, Ops Lead, and beyond.The role (summary)
A hands-on AI Success Specialist who turns customer goals into successful AI Twin launches and long-term platform adoption.
You will:
Own customer onboarding, launch, and post-launch success.Ensure every AI Twin meets a world-class quality bar for realism, usefulness, and reliability.Build repeatable onboarding playbooks and workflows to improve both self-serve and white-glove delivery experiences.Partner tightly with Engineering, Product, and Growth to ensure clean handoffs, tight feedback loops, and fast improvements.(Sales and growth after go-live is led by our Head of Growth. You will partner on handoffs and escalations.)
What you’ll do
1) Customer onboarding and AI Twin delivery (core)
Be the primary point of contact from kickoff to go-live for assigned customers.Own onboarding plans, timelines, dependencies, and risk management.Translate customer goals into platform configuration, playbooks, and onboarding steps.Build and maintain crisp checklists, QA standards, and acceptance criteria for launch readiness.Review outputs and validate quality, including voice, personality fidelity, conversation quality, and edge-case handling.Coordinate with Engineering and Product to troubleshoot issues using logs, analytics, and clear repro steps.Run a clean handoff to Head of Growth with the right artifacts, context, and success metrics.2) AI Success systems and playbooks (core)
Turn what works into repeatable processes and product improvements so onboarding scales without quality dropping.Build onboarding playbooks: implementation plan, QA checklist, go-live checklist, and handoff doc.Create clear customer-facing guidance that reduces confusion and improves time to first value.Track and report onboarding health using simple dashboards and status updates.3) Product feedback loop and product development support (secondary)
Capture onboarding insights and funnel them into product improvements with clear tickets and acceptance criteria.Support the CEO (Product Lead) by writing tight specs for platform-related improvements.Help run lightweight rituals when needed: weekly status, demos, release notes for onboarding-impacting changes.Maintain tight backlog hygiene for AI Success related work.4) AI and technical fluency (required)
Use prompt engineering, evals, and modern AI tools to improve quality and speed.Learn the platform end-to-end and communicate issues clearly to technical teams.Diagnose and escalate intelligently, using logs/analytics and structured bug reports.Who you are
Owner mindset: You take full responsibility for outcomes and do what it takes to deliver.Maniacal executor: You out-prepare, out-communicate, and out-execute. Nothing slips.Customer-obsessed: You care deeply about the customer experience and fight for clarity and quality.Product-obsessed: You notice friction, propose fixes, and drive improvements.AI-savvy: You tinker with prompts, workflows, agents, and tools to move faster and get better results.Executive communicator: Your writing is crisp, your updates are calm and direct, and your dashboards are simple.Qualifications (must-haves)
5+ years in Customer Operations, Implementation/Delivery, Project Management, or Product Ops in high-growth SaaS.Proven ownership of platform, customer ops, onboarding, or delivery workflows with cross-functional teams.Strong operating toolkit: project plans, acceptance criteria, QA standards, retros, decision docs, and customer comms.Technical fluency: comfortable partnering closely with engineers and working hands-on in modern SaaS products.Good to have
Experience supporting AI products (chat, voice, agents, RAG, evals).Familiarity with platforms like Linear, Attio/HubSpot, Stripe, OpenAI, ElevenLabs (or similar).Experience supporting both self-serve onboarding and higher-touch enterprise launches.Compensation and benefits
Competitive compensationRemote work with regular in-person collaboration and company offsitesBuild with a small, elite, fast-growing AI startup team shipping real products for real customersHow to apply
Email jobs@steno.ai with:
A ≤2-minute video: why you’re a fit and how you would provide outstanding AI Success for our customers and improve product developmentA short, personal letter: why this mission resonates with youYour LinkedIn and relevant work samples (playbooks, dashboards, onboarding artifacts, delivery examples)Interview process
1. Application (you are here)
Our team will review your application. We're looking to see how your skills and experience align with our needs.
2. Culture interview
30-min Zoom. Our goal is to explore your motivations to join our team, learn why you’d be a great fit, and answer questions about us.
3. Technical interview
45 minutes, varies by role. You’ll meet the person you’ll be working closest with who will evaluate skills needed to be successful in your role.
4. CEO interview
30 minutes, varies by role. You have reached the final boss. It's time to chat with Arman.
5. Project assessment
You will meet a few more members of the team and work on an independent project to assess your skills. It will be challenging, but fun!
6. Reference check
We will contact 2-3 references to learn more about how best to work with you.
7. Offer
If everyone is excited to work with you, we’ll make you an offer to join us! Time to celebrate!
