Description review
Customer Success Manager (North America)
DigitalGenius · United States · back to the listing
HR standards
61/100
needs work
Title ↔ description
93/100
strong
Reads as
Customer Success Manager
100% confident
What this role officially is
client relations manager — ESCO, the EU occupation classification
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Also known as: customer service executive, client service manager, client relationship manager, customer service representative, consumer relations manager, client manager
How others title the same work
Large employers
- Customer Solutions Manager, EDU & SLG Western Region - CSM Amazon.com
- Technical Account Manager, Newspack Automattic
- Customer Success - Team Manager Canonical
- Enterprise Customer Success Manager (Japanese speaker) Canonical
- Graduate Customer Success Manager Canonical
Startups
- Manager / Director of Customer Success Craniometrix
- Founding GTM - Deployment Strategist Credal.ai
- Deployment Strategist (Munich Office) Dataleap
- Founding Customer Success Manager Clicks Health
- Founding Deployment Strategist Closure
What the listing never says
- 22 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
Company:
At DigitalGenius (DG), we are using AI Agents to transform customer experience for ecommerce brands. With a proprietary approach to agentic AI, we have a unique opportunity to become the undisputed leader in our industry. We’re looking for excellent candidates to join our dedicated, thoughtful, and hardworking team to help us achieve that goal. We are a global company with offices in London, New York, and people across the world.
Our customers include some of the biggest names in retail including On, Rapha, Air Up, Holland & Barrett, AllSaints, Honeylove, and Clarins.
We’re looking for an experienced Customer Success Manager who is excited by the opportunity of scaling an AI startup and is someone who enjoys helping people, solving problems, and working on interesting projects.
Role:
Customer Success at DG owns all post-sales customer engagement. This includes everything from scoping implementations, managing the delivery process, defining/achieving KPIs, ensuring continuous improvement post-implementation, generating case studies, and securing renewals.
This role will be responsible for the management and success of new and existing clients in the US and Canada. This role is open to candidates in both the US and Canada working East Coast business hours.
Responsibilities:
• 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
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Originally posted on Himalayas
At DigitalGenius (DG), we are using AI Agents to transform customer experience for ecommerce brands. With a proprietary approach to agentic AI, we have a unique opportunity to become the undisputed leader in our industry. We’re looking for excellent candidates to join our dedicated, thoughtful, and hardworking team to help us achieve that goal. We are a global company with offices in London, New York, and people across the world.
Our customers include some of the biggest names in retail including On, Rapha, Air Up, Holland & Barrett, AllSaints, Honeylove, and Clarins.
We’re looking for an experienced Customer Success Manager who is excited by the opportunity of scaling an AI startup and is someone who enjoys helping people, solving problems, and working on interesting projects.
Role:
Customer Success at DG owns all post-sales customer engagement. This includes everything from scoping implementations, managing the delivery process, defining/achieving KPIs, ensuring continuous improvement post-implementation, generating case studies, and securing renewals.
This role will be responsible for the management and success of new and existing clients in the US and Canada. This role is open to candidates in both the US and Canada working East Coast business hours.
Responsibilities:
• 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
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Originally posted on Himalayas