Customer Success Manager in London

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 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 are looking for an experienced Customer Success Manager who is excited by the opportunity of scaling AI and is someone who enjoys helping people, solving problems, and working on interesting projects.

Role: Customer Success at DigitalGenius 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 UK and Europe. This role is open to candidates in both the UK and EU.

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.
• Strong foundational technical understanding and literacy.
• Proven proficiency with CRM platforms and in-depth experience interpreting and analysing key metrics.
• Exceptional presentation and relationship skills with ability to communicate technical and commercial concepts effectively.
• Ability to multitask, prioritise, 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:

• Competitive Salary
• Generous vacation time (25 days of annual leave)
• Yearly "Reset Week" in addition to annual leave allowance
• Freedom to experiment with your own ideas
• Environment to develop your skills without bureaucracy or red tape
• Monthly fitness stipend of $210 or fully paid Third Space Membership

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.