Customer Success Manager (North America)

DigitalGenius; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading AI technology company is seeking an experienced Customer Success Manager to enhance post-sales customer engagement. Responsibilities include project management across various client segments, understanding customer needs, and driving product performance reporting. Ideal candidates have 2+ years of SaaS client management experience, a Bachelor's degree, and great presentation skills. This fully remote position offers a competitive salary and generous benefits, including vacation and health insurance for US-based employees.

Benefits

Fully remote with all-access workspace

Competitive Salary & Equity Package

Generous Vacation Policy (25 Days)

Birthday Off

Monthly Fitness Stipend

Medical, Dental, Vision Health Insurance for US-based Employees

401k for US-based Employees

Qualifications

• 2+ years client management experience in SaaS.
• Background in CRM, API, and/or Customer Service spaces a plus.
• Ability to communicate technical and commercial concepts effectively.

Responsibilities

• Manage multiple projects in parallel for clients across all segments.
• Understand customer requirements for effective project scoping.
• Responsible for product performance reporting and ongoing project planning.

Skills

Client management experience

Presentation and relationship skills

Problem-solving

Ability to multitask and prioritize

Education

Bachelor’s Degree

MBA or technical degree

Tools

SFDC

Zendesk

Freshdesk

Excel

Job description

Company

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.

We’re looking for an experienced Customer Success Manager who is excited by t opportunity of scaling an AI startup and is someone who enjoys helping people, solving problems, and working on interesting projects.

Role

Customer Success at DG owns all post- sales customer engagement. This includes everything from 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 US and Canada. This role is open to candidates in both the US and Canada working East Coast business hours.

Responsibilities

• Manage multiple projects in parallel for clients across all segments ( ახალგაზრდ, 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- egwu 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 perth clients in a high-touch customer success model.
• Field customer support inquiries and manage escalations throughout the customer lifecycle.
• Responsible for generating case studies, securing renewals, and driving the growth of your client portfolio.

Qualifications

• 2+ years client management experience in SaaS – background in CRM, API, and/or Customer Service spaces 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.

Benefits

• Fully remote with all-access ثلاثة workspace of your choice.
• Competitive Salary & Equity Package.
• Generous Vacation Policy (25 Days).
• Birthday Off (in addition to Vacation Policy).
• Monthly Fitness Stipend.
• Medical, Dental, Vision Health Insurance for US- based Employees.
• 401k for US- based Employees.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.