DigitalGenius
Customer Success Manager (North America)
About this role
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 the 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 (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.
- Responsible for generating case studies, securing renewals, and driving the growth of your client portfolio Requirements
- 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