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For Companies At a Glance
- Tasks: Manage customer relationships and ensure their success with our AI solutions.
- Company: Join DigitalGenius, a leading AI startup transforming ecommerce customer experiences.
- Benefits: Enjoy remote work, competitive salary, generous vacation, and health insurance.
- Why this job: Be part of an innovative team making a real impact in the AI industry.
- Qualifications: 2+ years in client management, strong communication skills, and a problem-solving mindset.
- Other info: Work with top retail brands and enjoy excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
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 (Startups, 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 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.
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 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.
Customer Success Manager (North America) employer: DigitalGenius
Contact Detail:
DigitalGenius Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (North America)
✨Tip Number 1
Network like a pro! Reach out to current or former employees at DigitalGenius on LinkedIn. A friendly chat can give us insider info and maybe even a referral, which can really boost our chances.
✨Tip Number 2
Prepare for the interview by researching DigitalGenius and its AI solutions. We should be ready to discuss how our skills align with their mission to transform customer experience in ecommerce. Show them we’re passionate about their work!
✨Tip Number 3
Practice our pitch! We need to clearly articulate our experience in client management and how we can help scale their customer success efforts. Let’s make sure we highlight our problem-solving skills and ability to manage multiple projects.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can keep us top of mind and show our enthusiasm for the role. Plus, it’s a great chance to reiterate why we’d be a perfect fit for the team.
We think you need these skills to ace Customer Success Manager (North America)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in client management and any relevant SaaS background, as this will show us you understand what we're looking for.
Showcase Your Problem-Solving Skills: We love candidates who can solve problems! Use specific examples in your application to demonstrate how you've tackled challenges in previous roles, especially in customer success or project management.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your skills and experiences that relate to the role.
Apply Through Our Website: We encourage you to apply directly through our website. This helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at DigitalGenius
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of customer success management, especially in a SaaS environment. Understand how to scope projects, manage implementations, and achieve KPIs. This will show that you're not just familiar with the role but also ready to hit the ground running.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully solved customer issues or improved processes. Highlighting your ability to tackle challenges will resonate well with the interviewers, especially since they value someone who enjoys helping people and solving problems.
✨Familiarise Yourself with Industry Trends
Stay updated on the latest trends in AI and customer experience, particularly in e-commerce. Being able to discuss current challenges and innovations in the industry will demonstrate your passion and commitment to the field, making you a more attractive candidate.
✨Practice Your Communication Skills
Since this role involves high-touch communication with clients, practice articulating technical concepts in a clear and engaging manner. You might even want to do a mock interview with a friend to refine your presentation skills and ensure you can convey your ideas effectively.
