Customer Success Lead

About Ideogram

Ideogram’s mission is to make world-class design accessible to everyone, multiplying human creativity. We build proprietary generative media models and AI native creative workflows, tackling unsolved challenges in graphic design. Our team includes builders with a track record of technology breakthroughs including early research in Diffusion Models, Google’s Imagen, and Imagen Video. We care about design, taste, and craft as much as research and engineering – shipping experiences that creatives actually love.

We’ve raised nearly $100M, led by Andreessen Horowitz and Index Ventures. Headquartered in Toronto with a growing team in NYC, we're scaling fast, aiming to triple over the next year. We're a flat team with a culture of high ownership, collaboration, and mentorship.

Explore Ideogram 3.0, Canvas, and Character blog posts, and try Ideogram at ideogram.ai.

The Opportunity

Ideogram is home to a rapidly growing global community of creatives, AI enthusiasts, artists, and early adopters of generative media. This includes a vibrant base of beta testers and deeply loyal customers who love giving us feedback and shaping the future of the product.

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. In this role, you'll build meaningful relationships with users, surface insights to product teams, and empower the community to create, learn, and thrive.

You will also help define the future of customer experience at Ideogram, using AI and automation to streamline workflows, scale operations, and deliver proactive, delightful support that anticipates user needs.

Your Mission

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

• Deliver empathetic, timely support across all channels (Zendesk, Discord, email, etc.) with a strong focus on human connection and understanding, spotting issues early and acting fast to ensure users feel genuinely guided, supported, and empowered.
• Build Al-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, docs, and support resources that meet users where they are.

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.
• Collaborate with Product and Engineering to inform roadmaps and feature development.

Education, Content & Community Storytelling (~20%)

• Partner cross-functionally to create educational resources, tutorials, and best practices that elevate users' creative output.
• Celebrate and amplify community creations, workflows, and stories.
• Develop a consistent content cadence that keeps users inspired, informed, and confident exploring new features.

Beta Community Management (~15%)

• Grow and nurture a thriving Beta community across Discord and social channels through educational programming like creator spotlights, tutorials, events, and AMAs.

What We're Looking For

• Customer-Obsessed Relationship Builder: You prioritize trust, empathy, clarity, and responsiveness. You love elevating user voices and helping creatives succeed.
• Strategic, Forward-Looking Problem Solver: You anticipate issues before they appear, think in systems, and naturally identify smarter, faster, more elegant ways to solve problems.
• AI-Savvy & Automation-Driven: You are excited to use AI to automate support operations, cluster and analyze user feedback, predict customer needs, build scalable workflows, streamline community management, and proactively improve user experience. You approach AI as a toolkit that elevates human connection, not replaces it.
• Creative & Curious: You love experimenting with new tools, learning from the community, and sharing insights that help others grow.
• Operationally Excellent: You bring consistency and structure, build strong processes, and aren't afraid to roll up your sleeves to execute.
• Communication & Storytelling Strength: You communicate clearly, turn complex ideas into approachable narratives, and help users feel empowered and informed.

Bonus

• Experience building AI-powered customer support systems or automation workflows.
• Background in design, creative tools, content creation, or online learning.
• Experience supporting early-stage, high-growth SaaS or creative tech communities.
• Familiarity with Discord community dynamics, moderation frameworks, or ambassador programs.
• Experience with beta programs or structured user research.

Our Culture

We’re a team of exceptionally talented, curious builders who love solving tough problems and turning bold ideas into reality. We move fast, collaborate deeply, and operate without unnecessary hierarchy, because we believe the best ideas can come from anyone.

Everyone at Ideogram rolls up their sleeves to make our products and our customers successful. We thrive on curiosity, creativity, and shared ownership. We believe that small, dedicated teams working together with trust and purpose can move faster, think bigger, and create amazing things.

Ideogram is committed to welcoming everyone — regardless of gender identity, orientation, or expression. Our mission is to create belonging and remove barriers so everyone can create boldly.

What We Offer

• 💸Competitive compensation and equity designed to recognize the value and impact of your contributions to Ideogram’s success.
• 🌴 4 weeks of vacation to recharge and explore.
• 🩺 Comprehensive health, vision, and dental coverage starting on day one.
• 💰 RRSP/401(k) with employer match up to 4% to invest in your future from the moment you join.
• 💻 Top-of-the-line tools and tech to fuel your creativity and productivity.
• 📍 Toronto HQ perks: Steps from Union Station and the PATH, with daily in-office lunches and dinners.
• 🔍 Autonomy to explore and experiment — whether you’re testing new ideas, running large-scale experiments, or diving into research, you’ll have access to compute/resources you need when there’s a clear business or creative use case. We encourage curiosity and bold thinking.
• 🌱 A culture of learning and growth, where curiosity is encouraged and mentorship is part of the journey.

Key skills/competency

• Customer Success
• AI Automation
• Community Management
• Zendesk Support
• Product Feedback Analysis
• Content Creation
• Strategic Problem Solving
• Empathetic Communication
• Scalable Support Systems
• Creative Technology