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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 problem-solving mindset.
- Other info: Fully remote role with excellent growth opportunities in a diverse environment.
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 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 an AI startup and enjoys helping people, solving problems, and working on interesting projects.
RoleCustomer 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.
- 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.
- 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) in London employer: DigitalGenius
Contact Detail:
DigitalGenius Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (North America) in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely excited about what they do and how you can contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences make you the perfect fit for the Customer Success Manager role. Keep it concise and engaging.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Customer Success Manager (North America) in London
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, especially in SaaS, and showcase how your skills align with the responsibilities listed in the job description.
Showcase Your Problem-Solving Skills: We love candidates who can solve problems and help people! Use specific examples from your past experiences to demonstrate how you've tackled challenges and contributed to customer success in previous roles.
Be Clear and Concise: When writing your application, keep it clear and to the point. Avoid jargon and make sure your key achievements stand out. We want to see your strengths without wading through unnecessary fluff!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing applications come directly from interested candidates!
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 context. Understand how to scope projects, manage implementations, and achieve KPIs. This knowledge will help you demonstrate your expertise and show that you're ready to hit the ground running.
✨Showcase Your Problem-Solving Skills
During the interview, be prepared to share specific examples of how you've solved customer issues in the past. Highlight your ability to think critically and creatively when faced with challenges. This will resonate well with the team at DigitalGenius, who value problem solvers.
✨Familiarise Yourself with Their Clients
Research the major clients of DigitalGenius, like On and Clarins, and understand their industries. Being able to discuss how you can add value to these brands will show your genuine interest in the role and your proactive approach to understanding their business.
✨Prepare for Technical Discussions
Since the role involves communicating technical concepts, be ready to discuss tools like SFDC, Zendesk, or Excel. Brush up on your reporting skills and be prepared to explain how you would use these tools to drive customer success. This will demonstrate your readiness to engage with both technical and commercial aspects of the role.
