Customer Success Manager

Summary

Join DigitalGenius, a venture-backed AI company, as a Customer Success Manager! Scale an AI startup while helping customers, solving problems, and working on engaging projects. You will own all post-sales customer engagement, from scoping implementations and managing delivery to defining KPIs, ensuring continuous improvement, generating case studies, and securing renewals. This role manages new and existing clients in the US and Canada, requiring East Coast business hours. The position is fully remote or hybrid with WeWork access. The ideal candidate has 2+ years of SaaS client management experience and exceptional presentation and relationship skills.

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
• 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

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

Benefits

• Fully remote or hybrid with all-access WeWork membership
• Competitive Salary & Equity Package
• Generous Vacation Policy (25 Days)
• Annual Company Week Off (in addition to Vacation Policy)
• Birthday Off (in addition to Vacation Policy)
• Monthly Fitness Stipend
• Medical, Dental, Vision Health Insurance for US-based Employees
• 401k for US-based Employees