Customer Success Manager, Fuel iX

WillowTree; Vancouver; Hybrid; CAD 99,000 - 124,000; Full time

Job summary

WillowTree is seeking a Customer Success Manager to join the Fuel iX team, focusing on enhancing customer relationships and maximizing the value of AI-powered CX solutions for contact centers. This pivotal role involves onboarding new clients, providing ongoing support, and collaborating with cross-functional teams to ensure customer satisfaction and success. The ideal candidate will have extensive experience in B2B SaaS environments, particularly in contact center technology, and a proven ability to exceed customer success goals.

Qualifications

• 5+ years of experience in customer success or client services.
• Proven track record of exceeding customer success goals.
• Strong communication and relationship-building skills.

Responsibilities

• Guide new customers through onboarding and product adoption.
• Monitor customer health metrics and ensure satisfaction.
• Conduct Quarterly Business Reviews (QBRs) to review progress.

Skills

Customer Success

Project Management

Problem Solving

Communication

Analytical Skills

Education

5+ years in a B2B SaaS organization

Tools

CRM tools

Job description

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS , one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

An integral segment of our company is Fuel iX , TELUS Digital's proprietary generative AI engine. Fuel iX empowers businesses to transition their generative AI initiatives from concept to operational reality quickly, securely, and responsibly. This powerful tool enhances TELUS Digital’s ability to create and implement solutions that not only elevate customer engagement but also address complex business challenges.

Location & Flexibility

This role will have the option to be in a Work From Near (Hybrid) capacity based out of our Vancouver, BC office every Tuesday, Wednesday, and Thursday.

Travel (up to 10%) is required on an ad hoc basis.

The Opportunity

This role will be the Fuel iX team's first Customer Success Manager (CSM) focused on CX products for contact center use. You will partner closely with our Engineering, Delivery, Business Development and Product teams to build this critical function.

Our CSM will be responsible for all aspects of the customer relationship post-sale and throughout the customer lifecycle. They will play a key role in ensuring that our customers maximize the value of our AI-powered CX solutions for contact centers and achieve their business goals.

Fuel iX is an AI platform that helps enterprises manage and accelerate AI-fueled intelligent experiences (iX), with a focus on enhancing contact center operations. This role is pivotal in enhancing and evolving our industry-leading AI engine, ensuring it delivers flexibility, control, productivity, and trust to enterprises worldwide, particularly in the contact center space.

Previous experience within a B2B SaaS organization is required, with preference given to those with experience in contact center technology or CX solutions.

Responsibilities

• Guide new customers through a seamless onboarding process, equipping them for successful product adoption, efficient use, and collaborative work within their contact center environments.
• Provide ongoing support and education to customers by conducting training workshops, and demoing new product features and releases tailored to contact center needs.
• Create and update user guides, tutorials, and support documentation specific to CX products for contact centers.
• Monitor customer health metrics and engagement levels to proactively address any issues and ensure customer satisfaction, with a focus on contact center KPIs.
• Leverage customer insights to inform customer support approaches and define clear product messaging for contact center solutions.
• Partner with team members to design, describe, and manage Fuel iX powered solutions for customers' contact center operations.
• Conduct Quarterly Business Reviews (QBRs) to review customer progress, identify growth opportunities, and address any potential issues related to contact center CX products.
• Collaborate with cross-functional teams, including AI engineers, data scientists, and product managers, to address customer needs and enhance product offerings for contact center applications.

Qualifications

• 5+ years of experience in customer success, client services, project management, or program management roles at a B2B SaaS or Generative AI organization, preferably with exposure to contact center technology or CX solutions.
• Proven track record of exceeding customer success goals (e.g., retention rate, customer satisfaction score) in B2B environments.
• Deep understanding of end-to-end product management, from market research and competitive analysis to strategic planning, feature prioritization, and successful product launches, particularly in the context of contact center solutions.
• Ability to navigate and thrive in a startup environment with a great deal of agility.
• Demonstrated understanding of AI technology and its applications in various industries, especially in contact center and CX contexts.
• Strong communication, interpersonal, and relationship-building skills, with the ability to build rapport with clients at all levels. Experience working with multiple levels of customer stakeholders – technical admins, c-level executives, legal, and compliance teams.
• Excellent problem-solving and analytical skills, with the ability to identify the root causes of customer issues and develop solutions for complex contact center environments.
• Proficiency in CRM and customer support tools.
• Proven experience at a SaaS company, preferably in the CX or contact center technology space.
• Project or program management experience is a plus.
• Must be able to travel (10%) on an ad-hoc basis.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Annual Base Salary Range

$99,200 - $124,000 CAD

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