Customer Success Manager

🕒 Outubro 30

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 12%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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DIGIDECK

SiteLinkedInTodas as Vagas

51 - 200 funcionários

☁️ SaaS

⚽ Esportes

🤝 B2B

💰 $5.000.000 Later Stage VC (Series A) em 2021-04

SaaS • Sports • B2B

A DIGIDECK é uma plataforma SaaS de apresentações e vendas virtuais que ajuda organizações a criar apresentações e materiais de pitch imersivos, alinhados à marca e rastreáveis. A plataforma se destaca pelo uso de mídia 360° e rich media em casos de uso relacionados a arenas esportivas, hospitalidade, patrocínios e ticketing, com analytics em tempo real, workflows automatizados, integrações com CRM e recursos baseados em IA para personalizar e acionar follow-ups. Utilizada por grandes ligas e equipes esportivas profissionais, a DIGIDECK impulsiona vendas de patrocínios, renovações de associações e ingressos, vendas de espaços premium e eventos, além de relatórios de resultados de parcerias — tudo isso mantendo a consistência da marca por meio de uma biblioteca central de slides.

Descrição

• Use AI to accelerate customer support queues by drafting responses, summarizing threads, clustering recurring issues, and converting resolved tickets into reusable answers • Ensure every customer response is clear, accurate, and on-brand • Maintain the knowledge base as a living, self-service resource • Own the customer success inbox by triaging, responding, escalating, and routing requests • Run new-customer onboarding, including kickoff, configuration, first-value guidance, and follow-through • Deliver one-to-one and group product training, including AI capabilities • Explain what the technology does, where it helps, and where it does not • Build and maintain training materials, walkthroughs, and customer-facing documentation • Identify accounts with low adoption and intervene early • Manage customer-facing projects end to end, including timelines, milestones, status, and delivery • Coordinate with product, engineering, and design to deliver customer needs on schedule • Communicate proactively about progress, next steps, blockers, and resolution timing • Relay structured, prioritized, evidence-backed customer feedback to product and influence the roadmap • Pressure-test new features and help shape their rollout • Use usage trends, engagement patterns, and product signals to prioritize customer outreach • Address early disengagement before it becomes a renewal issue • Flag expansion signals to the Revenue team • Contribute to customer health scoring • Report honestly to leadership about account risks and their causes

🎯 Requisitos

• 3+ years in a customer-facing role such as customer success, support, account management, implementation, or similar • SaaS experience strongly preferred • Practical AI fluency, including daily use of tools such as Claude or ChatGPT for drafting, summarizing, analyzing, and automating • Ability to prompt effectively, assess AI output, and override it when necessary • Genuine technical curiosity and ability to learn new tools quickly • Ability to independently navigate a CRM, help desk, and reporting systems • Comfort understanding how the product works • Product instinct and ability to translate customer pain into actionable product input • Outstanding written communication and ability to de-escalate frustrated customers in writing • Strong project management instincts and reliable follow-through • Ability to manage a busy inbox, prioritize effectively, and maintain tight response times • Real customer empathy and problem-solving orientation • Ability to conduct training sessions and explain technical concepts in plain language • Experience with help desk platforms such as Zendesk, Intercom, or Help Scout • Experience with CRMs such as Salesforce or HubSpot • Bonus for automating workflows across help desk and CRM platforms • Experience building or maintaining customer-facing documentation or a knowledge base • Must answer whether employment visa sponsorship will be required to work for DIGIDECK

🏖️ Benefícios

• Remote work arrangement • Opportunity to use AI daily and influence product development • Room to define how the role works • Opportunity to work closely with product, engineering, and design teams

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