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 .

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.

• 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 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, docs, and support resources that meet users where they are.

• 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.

• 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.

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

• Customer-Obsessed Relationship Builder
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  You prioritize trust, empathy, clarity, and responsiveness. You love elevating user voices and helping creatives succeed.

• Strategic, Forward‑Looking Problem Solver
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  You anticipate issues before they appear, think in systems, and naturally identify smarter, faster, more elegant ways to solve problems.

• AI‑Savvy & Automation‑Driven
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  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
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  You love experimenting with new tools, learning from the community, and sharing insights that help others grow.

• Operationally Excellent
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  You bring consistency and structure, build strong processes, and aren't afraid to roll up your sleeves to execute.

• Communication & Storytelling Strength
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  You…