Customer Success Manager (North America)
DigitalGenius, United States
Job Description
Company:
DigitalGenius is a venture-backed artificial intelligence company delivering practical applications of deep learning and AI to some of the largest and fastest growing customer service operations in the world. We’re a dedicated team of conscientious people committed to improving customer service through AI and deep integrations. Our team is largely remote with colleagues based in the UK, US, Canada, and Europe.
We’re looking for an experienced Customer Success Manager who is excited by the opportunity of scaling an AI startup and is someone who enjoys helping people, solving problems, and working on interesting projects.
Role:
Customer Success at DigitalGenius owns all post-sales customer engagement. This includes everything from scoping implementations, managing the delivery process, defining/achieving KPIs, ensuring continuous improvement post-implementation, generating case studies, and securing renewals.
This role will be responsible for the management and success of new and existing clients in the US and Canada. This role is open to candidates in both the US and Canada working East Coast business hours.
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
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
Benefits
- Fully remote or hybrid with all-access WeWork membership
- Competitive Salary amp; 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
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.