Customer Success Manager

🕒 March 31

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

👻 Ghost score 48%

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DigitalGenius

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

DigitalGenius is a company that provides AI-powered customer service solutions tailored for the ecommerce industry. Their platform features a combination of conversational and visual AI, enabling seamless integration with existing business processes to address customer queries rapidly and effectively. Designed to enhance customer experiences, DigitalGenius's AI automates key customer service tasks such as processing refunds, offering replacements, and notifying quality control teams about product defects. By leveraging generative AI, DigitalGenius delivers personalized and empathetic customer interactions. The platform aims to increase conversion rates and customer loyalty while reducing operational pressures on internal teams.

📋 Description

• 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 with all-access to workspace of your choice. • Competitive Salary & Equity Package • Generous Vacation Policy (25 Days) • Birthday Off (in addition to Vacation Policy) • Monthly Fitness Stipend • Medical, Dental, Vision Health Insurance for US-based Employees • 401k for US-based Employees

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