Customer Success Manager

🔥 2 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

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DIGIDECK

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

⚽ Sports

🤝 B2B

💰 $5M Later Stage VC (Series A) on 2021-04

SaaS • Sports • B2B

DIGIDECK is a SaaS presentation and virtual sales platform that helps organizations create immersive, on-brand, trackable presentations and digital pitch materials. It emphasizes 360° media and rich multimedia for sports venues, hospitality, sponsorship and ticketing use cases, with real-time analytics, automated workflows, CRM integrations, and AI-powered features to personalize and trigger follow-ups. Trusted by major professional sports leagues and teams, DIGIDECK is used to drive sponsorship sales, membership and ticket renewals, premium/event sales, and partnership recaps while maintaining brand consistency through a central slide library.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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