Customer Success Manager

Summary

Join TELUS Digital as their first Customer Success Manager (CSM) for Fuel iX, a generative AI engine. This role is crucial in building the customer success function, partnering with engineering, delivery, business development, and product teams. You will be responsible for all aspects of the customer relationship post-sale, ensuring customers maximize the value of AI solutions. The position offers a hybrid or fully remote work option (US) with up to 10% travel. Previous B2B SaaS experience is required. This is an opportunity to shape the future of an industry-leading AI platform and contribute to a growing team.

Requirements

• 5+ years of experience in customer success or client services roles at a B2B SaaS or Generative AI organization
• Proven track record of exceeding customer success goals (e.g., retention rate, customer satisfaction score)
• Deep understanding of end-to-end product management, from market research and competitive analysis to strategic planning, feature prioritization, and successful product launches
• Ability to navigate and thrive in a startup environment with a great deal of agility
• Demonstrated understanding of AI technology and its applications in various industries
• Strong communication, interpersonal, and relationship-building skills, with the ability to build rapport with clients at all levels. Experience working with multiple levels of customer stakeholders – technical admins, c-level executives, legal, and compliance teams
• Excellent problem-solving and analytical skills, with the ability to identify the root causes of customer issues and develop solutions
• Proficiency in CRM and customer support tools
• Proven experience at a SaaS company
• Must be able to travel (10%) on an ad-hoc basis

Responsibilities

• Guide new customers through a seamless onboarding process, equipping them for successful product adoption, efficient use, and collaborative work
• Provide ongoing support and education to customers by conducting training workshops, and demoing new product features and releases
• Create and update user guides, tutorials, and support documentation
• Monitor customer health metrics and engagement levels to proactively address any issues and ensure customer satisfaction
• Leverage customer insights to inform customer support approaches and define clear product messaging
• Partner with team members to design, describe, and manage Fuel iX powered solutions for customers
• Conduct Quarterly Business Reviews (QBRs) to review customer progress, identify growth opportunities, and address any potential issues
• Collaborate with cross-functional teams, including AI engineers, data scientists, and product managers, to address customer needs and enhance product offerings

Benefits

• Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)
• Life & Disability Insurance
• 401K matching
• Flexible paid time off & paid company holidays
• Parental Leave
• Employee Share Purchase Plan
• Employee Assistance Program (EAP)