Customer Success Manager

DigitalGenius, Inc.; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading AI solutions company in London is seeking an experienced Customer Success Manager to oversee client engagement, manage multiple projects, and deliver exceptional customer service. The ideal candidate should have over 2 years of experience in SaaS client management and strong relationship-building skills. The position offers a competitive salary, generous vacation time, and a supportive environment for skill development.

Benefits

Competitive Salary

Generous vacation time (25 days of annual leave)

Yearly 'Reset Week' in addition to annual leave

Monthly fitness stipend of $210

Qualifications

• 2+ years client management experience in SaaS.
• Exceptional presentation and relationship skills.
• Ability to multitask and manage time effectively.

Responsibilities

• Manage multiple projects for clients across all segments.
• Understand customer requirements to scope projects effectively.
• Responsible for product performance reporting and project planning.

Skills

Client management experience

Proficiency in SFDC, Zendesk, Freshdesk, Excel

Presentation skills

Fluency in German, French, or Spanish

Education

Bachelor's Degree

MBA or technical degree

Job description

Overview

Customer Success at DigitalGenius owns all post-sales customer engagement. This includes scoping implementations, managing the delivery process, defining/achieving KPIs, ensuring continuous improvement post-implementation, generating case studies, and securing renewals. This role will be responsible for the management and success of new and existing clients in the UK and Europe. This role is open to candidates in both the UK and EU.

Responsibilities

• Manage multiple projects in parallel for clients across all segments (SMB, Mid-Market, Enterprise), and every phase of the post-sales customer lifecycle.
• Understand customer requirements necessary to scope projects effectively, implement our solutions successfully, and achieve KPIs to ensure customer referenceability, satisfaction, and retention.
• Responsible for product performance reporting, business-value analyses, and ongoing project planning for your portfolio of customers.
• Stay current on best practices, industry trends, and customer pain-points to maintain and strengthen our product's competitive advantages.
• Work with clients to create mutually agreed upon implementation plans, project timelines, and delivery milestones.
• Work with Solution Engineers to ensure timely delivery and continuous improvement of implemented solutions.
• Effectively communicate project requirements, status, and results to clients in a high-touch customer success model.
• Field customer support inquiries and manage escalations throughout the customer lifecycle.

Qualifications

• 2+ years client management experience in SaaS; background in CRM, API, and/or Customer Service spaces is a plus.
• Bachelor's Degree; MBA or technical degree a plus.
• Demonstrable proficiency building reporting via SFDC, Zendesk, Freshdesk, and/or Excel.
• Exceptional presentation and relationship skills with ability to communicate technical and commercial concepts effectively.
• Ability to multitask, prioritize, and manage time effectively and autonomously.
• You love to solve problems, help people, and want to be an integral part of scaling a start-up.
• Fluency in German, French, or Spanish a plus.
• We are looking for an experienced Customer Success Manager who is excited by the opportunity of scaling AI and is someone who enjoys helping people, solving problems, and working on interesting projects.

About DigitalGenius

At DigitalGenius (DG), we are using AI Agents to transform customer experience for ecommerce brands. With a proprietary approach to agentic AI, we have a unique opportunity to become the undisputed leader in our industry. We're looking for excellent candidates to join our dedicated, thoughtful, and hardworking team to help us achieve that goal. We are a global company with offices in London, New York, and people across the world. Our customers include some of the biggest names in retail including On, Rapha, Air Up, Holland & Barrett, AllSaints, Honeylove, and Clarins.

Benefits

• Competitive Salary
• Generous vacation time (25 days of annual leave)
• Yearly "Reset Week" in addition to annual leave allowance
• Freedom to experiment with your own ideas
• Environment to develop your skills without bureaucracy or red tape
• Monthly fitness stipend of $210 or fully paid Third Space Membership