Customer Success Manager

Summary

Join DigitalGenius, a venture-backed AI company, as a Customer Success Manager! You will manage post-sales customer engagement, from implementation scoping to renewal securing. This role involves managing multiple projects, understanding customer needs, and ensuring customer satisfaction and retention. You will work with clients to create implementation plans and collaborate with Solution Engineers for timely delivery. The position requires strong communication and problem-solving skills, and experience in SaaS client management. This fully remote or hybrid role offers competitive salary, equity, generous vacation, and various other benefits.

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

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

Preferred Qualifications

You love to solve problems, help people, and want to be an integral part of scaling a start-up

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