At DigitalGenius (DG), we are using AI Agents to transform customer experience for ecommerce brands. We have a proprietary approach to agentic AI and aim to become the undisputed leader in our industry. We are looking for an experienced Customer Success Manager excited by scaling AI, who enjoys helping people, solving problems, and working on interesting projects.
Role Overview
Customer Success at DigitalGenius owns all post‑sales customer engagement. This includes scoping implementations, managing the delivery process, defining/achieving KPIs, ensuring continuous improvement post‑implementation, generating case studies, and securing renewals. This role manages and drives success for new and existing clients in the UK and Europe.
Responsibilities
* Manage multiple projects in parallel for clients across all segments (SMB, Mid‑Market, Enterprise) and every phase of the post‑sales customer lifecycle.
* Scope projects effectively to meet customer requirements and achieve KPIs for referenceability, satisfaction, and retention.
* Produce 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 strengthen our product’s competitive advantages.
* Work with clients to create agreed implementation plans, project timelines, and delivery milestones.
* Collaborate with Solution Engineers to ensure timely delivery and continual improvement of implemented solutions.
* Communicate project requirements, status, and results to clients in a high‑touch customer success model.
* Handle customer support inquiries and manage escalations throughout the customer lifecycle.
* Generate case studies, secure renewals, and drive growth of your client portfolio.
Requirements
* 2+ years client management experience in SaaS – background in CRM, API, and/or Customer Service a plus.
* Bachelor’s Degree (MBA or technical degree a plus).
* Proficiency building reporting via SFDC, Zendesk, Freshdesk, and/or Excel.
* Exceptional presentation and relationship skills with the ability to communicate technical and commercial concepts effectively.
* Strong multitasking, prioritisation, and autonomous time management.
* Enthusiasm for solving problems, helping people, and scaling a start‑up.
* Fluency in German, French, or Spanish a plus.
Benefits
* Competitive salary.
* Generous vacation time (25 days of annual leave).
* Yearly "Reset Week" in addition to annual leave allowance.
* Freedom to experiment with your own ideas.
* Environment to develop skills without bureaucracy or red tape.
* Monthly fitness stipend of $210 or fully paid Third Space Membership.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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