Customer Success Manager

DIGIDECK; New York (NY); On-site; USD 70,000 - 120,000; Full time

Job summary

DIGIDECK is seeking a Customer Success Manager in New York, NY to own the customer experience from onboarding to renewal. You will triage requests, draft clear responses, and collaborate with product and engineering to resolve issues while driving adoption of our AI-assisted features.

You will train customers, maintain documentation, and use data signals to identify at-risk accounts and opportunities for expansion. A strong written communicator with SaaS experience will thrive in this role.

Qualifications

• 3+ years in a customer-facing role in SaaS
• Proven ability to draft clear, helpful communications
• Experience with AI-enabled support workflows
• Ability to prompt and manage AI outputs responsibly
• Strong written and verbal communication under pressure
• Comfortable teaching and running trainings
• Ability to analyze product usage data to guide customers
• Experience with CRM and help desk tools

Responsibilities

• Own the customer success inbox; triage fast and escalate as needed
• Provide accurate, on-brand responses and maintain quality
• Route issues to product/engineering when necessary and follow up
• Run onboarding and product training sessions for customers
• Coordinate customer projects end to end
• Collaborate with product, engineering, and design to meet customer needs
• Flag expansion signals and contribute to renewal discussions
• Develop and maintain customer-facing docs and knowledge base

Skills

AI fluency

Customer empathy

Written communication

Project management

Queue discipline

Training delivery

Documentation

De-escalation

Collaboration

Tools

Zendesk

Intercom

Help Scout

Salesforce

HubSpot

Job description

• Use AI to accelerate the queue: draft responses, summarize long threads, cluster recurring issues, and turn resolved tickets into reusable answers.
• Hold a high bar on quality. AI drafts it; you own it. Every response goes out clear, accurate, and on-brand.
• Treat the knowledge base as a living product, not a graveyard. If a question comes in twice, it becomes self-serve.
• Own the customer success inbox — triage fast, answer what you can, elevate what needs product or engineering, and route the rest.

Customer Experience & Response

• Use AI to accelerate the queue: draft responses, summarize long threads, cluster recurring issues, and turn resolved tickets into reusable answers.
• Hold a high bar on quality. AI drafts it; you own it. Every response goes out clear, accurate, and on-brand.
• Treat the knowledge base as a living product, not a graveyard. If a question comes in twice, it becomes self-serve.
• Own the customer success inbox — triage fast, answer what you can, elevate what needs product or engineering, and route the rest.

Onboarding & Enablement

• Run onboarding for new customers — kickoff, configuration, first-value guidance, and the follow-through that makes it stick.
• Deliver product training 1:1 and in group sessions, including our AI capabilities. You will need to explain what the technology does, where it helps, and where it doesn't.
• Build and maintain training materials, walkthroughs, and customer-facing documentation — and use AI to keep them current as the product ships.
• Spot the accounts that aren't adopting and get to them before the pattern hardens.

Project Coordination

• Manage customer-facing projects end to end — timelines, milestones, status, delivery.
• Coordinate across product, engineering, and design to get customers what they need, on schedule.
• Communicate proactively: what's happening, what's next, what's blocked, and when it clears.

Product Partnership

• Be the signal path from the field to the roadmap. What customers are struggling with, asking for, and working around should reach product through you — structured, prioritized, and evidence-backed.
• Pressure-test new features before they ship and help shape how they're rolled out.
• Bring an opinion. We'd rather have a CSM who argues for the customer than one who files the request and moves on.

Customer Health & Revenue Partnership

• Work from data, not vibes. Usage trends, engagement patterns, and product signals should drive who you call this week.
• Act on early disengagement — declining usage, unresponsive contacts, unresolved frustration — before it becomes a renewal conversation.
• Flag expansion signals to the Revenue team: new feature interest, usage limits, expanding use cases, new stakeholders.
• Contribute to health scoring with what the data doesn't capture.
• Be honest with leadership about which accounts are at risk and why.
  

Qualifications

• 3+ years in a customer-facing role — customer success, support, account management, implementation, or similar. SaaS experience strongly preferred.
• AI fluency, in practice. You already use tools like Claude or ChatGPT as part of your daily workflow — drafting, summarizing, analyzing, automating. You know how to prompt well, when to trust the output, and when to override it. Tell us what you've actually built or changed.
• Genuinely technical curiosity. You learn new tools fast and don't wait for someone to train you. You can navigate a CRM, a help desk, and reporting on your own, and you're comfortable getting into how the product actually works.
• Product instinct. You pay attention to why software is built the way it is, and you can translate customer pain into something a product team can act on.
• Outstanding written communication. You can write a clear, helpful response under pressure and de-escalate a frustrated customer in a single email.
• Strong project management instincts. You don't drop balls. You don't let things sit. You're the person who follows up when nobody else does.
• Queue discipline. You can manage a busy inbox, prioritize ruthlessly, and keep response times tight without burning out.
• Real customer empathy. You care whether customers succeed. You don't close tickets — you solve problems.
• Comfortable teaching. You can run a training session without being thrown by a hard question, and explain technical concepts in plain language.
• Tooling experience: help desk platforms (Zendesk, Intercom, Help Scout) and CRMs (Salesforce, HubSpot). Bonus for anything you've automated across them.
• Documentation experience — you have built or maintained customer-facing docs or a knowledge base.

How We Work

We are a small team building a product that changes quickly, and we expect people to work like it. That means using AI to remove the busywork, being close enough to the product to have opinions about it, and making decisions with data rather than waiting for permission.

You will have room to define how this role works. We would rather hire someone who improves the model than someone who follows it.