Customer Success Manager

Summary

Join TELUS Digital as their first Customer Success Manager (CSM) for the Fuel iX AI platform! This pivotal role focuses on building and managing customer relationships post-sale, ensuring customers maximize the platform's value. You will guide onboarding, provide ongoing support and training, monitor customer health, and leverage insights to improve product messaging. Collaboration with cross-functional teams is key to addressing customer needs and enhancing product offerings. The position offers a hybrid or remote work option (US) with some travel required. Previous B2B SaaS experience is a must.

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

• Group Savings Options (GRSP, GTFSA, GIA) with company matching
• Healthcare benefits - Medical, Vision, Dental (We cover 100% of the employee and dependent(s) medical premiums)
• Life & Disability Insurance
• Generous and Flexible Paid Time Off
• Parental Leave Top-Up
• Employee Share Purchase Plan
• Employee Assistance Program (EAP)