Customer Success Manager

🕒 May 22

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TELUS Digital

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

B2B • Artificial Intelligence • SaaS

TELUS Digital is an award-winning digital consultancy that combines human-centered design, software engineering, data science and generative AI to create AI‑fueled digital experiences and platforms for global brands. The company provides services in experience strategy, UX research and design, engineering and architecture, data science and engineering, digital marketing, and product/project delivery, and operates Fuel iX™, an enterprise-focused generative AI engine to help businesses move AI initiatives into production. TELUS Digital emphasizes a collaborative culture, global hiring, and accessibility in its hiring practices.

📋 Description

• 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.

🎯 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.

🏖️ Benefits

• Health and dental plan • Life insurance • Monthly voucher for meals, culture, education, health and mobility • Child care assistance and more!