Job Title
Customer Success Manager
Salary
Not Disclosed
Company Description
DigitalGenius is a 47-person AI startup with offices in London and New York that builds an agentic AI platform transforming customer experience for global ecommerce brands such as On, Rapha, and Clarins.
Job Description
As a Customer Success Manager at DigitalGenius, you will lead the entire post-sales lifecycle for ecommerce brands across the UK and Europe. You will manage implementations, drive KPI achievement, and secure renewals for a diverse portfolio ranging from SMBs to Enterprises, ensuring clients maximize the value of agentic AI technology.
Location
London, UK / Remote, Europe
Why this role is remarkable
- Join a high-growth startup at the forefront of the agentic AI revolution, working with a proprietary platform that resolves up to 70% of customer inquiries autonomously.
- Partner with some of the most recognizable names in global retail and ecommerce, including On, Rapha, AllSaints, Clarins, and Holland & Barrett.
- Enjoy significant autonomy in a lean, high-trust environment where you will help shape the customer success playbook rather than just following an existing one.
What You Will Do
- Own the end-to-end post-sales customer journey, from initial scoping and technical implementation to driving long-term product performance and account growth.
- Analyze key metrics and conduct business-value analyses to demonstrate clear ROI to stakeholders, ensuring high levels of customer referenceability and retention.
- Collaborate closely with Solution Engineers to deliver continuous product improvements and communicate complex technical requirements effectively to non-technical client stakeholders.
The ideal candidate
- Brings 3+ years of experience in a client-facing Customer Success or Account Management role within the B2B SaaS space, ideally with ecommerce domain expertise.
- Possesses strong technical literacy, including proficiency with CRM platforms, APIs, and data analytics to translate product performance into compelling business cases.
- Demonstrates exceptional relationship-building and presentation skills, with a proven ability to manage multiple complex projects autonomously in a fast-paced startup environment.
