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.
- Other info: Work with top retail brands and enjoy excellent career growth opportunities.
- 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.
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
DigitalGenius is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those passionate about AI technology. With a focus on employee growth, we offer comprehensive training and development opportunities, alongside competitive benefits such as 25 days of vacation, Birthday Off, and a Monthly Lifestyle Wallet, ensuring a healthy work-life balance. Join us in the UK to be part of a forward-thinking team dedicated to transforming client experiences through cutting-edge solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (North America)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DigitalGenius. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DigitalGenius before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (North America)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DigitalGenius:Your cover letter is your chance to shine! Tell us why you want to work at DigitalGenius specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DigitalGenius!
How to prepare for a job interview at DigitalGenius
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
