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Customer Success Manager at DigitalGenius | London

DigitalGeniusLondon, England, United Kingdom
On-site Full-time $210K/yr - $210K/yr

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Experience Level

Manager

Qualifications

Requirements:Minimum of 2 years of client management experience in a SaaS environment; experience in CRM, API, or Customer Service is a plus. Bachelor’s Degree; an MBA or technical degree is advantageous. Strong foundational technical understanding and literacy. Demonstrated proficiency with CRM platforms and related technologies. Exceptional communication and interpersonal skills. Ability to work independently and collaboratively in a fast-paced environment.

About the job

Join DigitalGenius (DG), where we leverage the power of AI Agents to revolutionize customer experiences for eCommerce brands. Our innovative approach to agentic AI positions us as a potential leader in the industry. We are seeking passionate, skilled individuals to join our dedicated and dynamic team to help us realize this vision.

With a global presence, including offices in London and New York, we proudly support renowned retail brands such as On, Rapha, Air Up, Holland & Barrett, AllSaints, Honeylove, and Clarins.

We are in search of an experienced Customer Success Manager who thrives on scaling AI, enjoys problem-solving, and is eager to work on exciting projects.

Role Overview:

The Customer Success team at DigitalGenius is responsible for all post-sales customer interactions. This encompasses everything from project scoping and implementation management to defining KPIs, ensuring ongoing improvement after implementation, generating impactful case studies, and securing renewals.

This position will oversee and ensure the success of both new and existing clients throughout the UK and Europe. Candidates from both the UK and EU are encouraged to apply.

Key Responsibilities:

  • Manage multiple client projects concurrently across various segments (SMB, Mid-Market, Enterprise), covering all stages of the post-sales customer journey.
  • Understand and gather customer requirements to effectively scope projects, implement solutions successfully, and meet KPIs to ensure customer referenceability, satisfaction, and retention.
  • Take charge of product performance reporting, business-value analysis, and ongoing project planning for your customer portfolio.
  • Stay informed about best practices, industry trends, and customer challenges to enhance our product's competitive edge.
  • Collaborate with clients to create mutually agreed implementation plans, project timelines, and delivery milestones.
  • Coordinate with Solution Engineers to guarantee timely delivery and ongoing improvement of implemented solutions.
  • Communicate project requirements, status, and results effectively to clients within a high-touch customer success model.
  • Handle customer support inquiries and manage escalations throughout the customer lifecycle.
  • Generate case studies, secure renewals, and drive growth within your client portfolio.

About DigitalGenius

At DigitalGenius, we are at the forefront of integrating AI into customer service for eCommerce, aiming to transform how brands interact with their customers. Our global team is dedicated to delivering exceptional results for our clients, and we are proud to partner with some of the biggest names in retail. Join us in shaping the future of customer experience.

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