Customer Success Manager

DIGIDECK; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

DIGIDECK in New York is hiring a Customer Experience & Response specialist to help our growing customer base. You will draft responses, summarize threads, cluster recurring issues, and turn resolved tickets into reusable knowledge, while owning quality and staying on brand.

You will run onboarding and product trainings, build customer-facing documentation, and coordinate with product, engineering, and design to deliver timely outcomes.

Qualifications

• 3+ years in a customer-facing role in SaaS or similar.

Responsibilities

• Draft responses and summaries to accelerate the support queue.

Skills

AI fluency

Outstanding written communication

Strong project management

Queue discipline

Customer empathy

Comfortable teaching

Documentation experience

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, escal...

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, escal...

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.