Customer Success Manager at DigitalGenius

DigitalGenius is a global AI leader transforming ecommerce customer experience through proprietary agentic AI solutions. Trusted by major retail brands like On, Rapha, and Clarins, they automate complex post-purchase workflows, enabling merchants to deliver superior service at scale from their offices in London and New York.

About the role

Join DigitalGenius to own the full post-sales lifecycle for high-growth ecommerce brands across North America. You will manage implementations, drive key performance metrics, and ensure long-term retention for a diverse portfolio. This role is pivotal in scaling our agentic AI platform, bridging technical implementation with strategic business value to transform customer support.

Location: Remote

Why this role is remarkable

• Directly shape the future of agentic AI by working with a proprietary platform that moves beyond simple chatbots to handle complex, real-world commerce workflows.
• Partner with an elite roster of global retail clients including On, Rapha, AllSaints, and Clarins to redefine their customer experience strategies.
• Join a high-trust, fast-scaling team where you report to the Director of CS and have the autonomy to build processes from the ground up.

Responsibilities

• Manage the entire post-sales lifecycle for North American clients, from initial implementation scoping and delivery milestones to securing renewals and driving account growth.
• Conduct deep product performance reporting and business-value analyses to ensure customers achieve their KPIs and maintain strong referenceability.
• Collaborate closely with Solution Engineers to configure custom integrations and continuously improve implemented AI solutions based on customer feedback and industry trends.

Requirements

• Possesses 2+ years of experience in B2B SaaS client management, ideally with exposure to CRM, API, or customer service technology spaces.
• Demonstrates technical proficiency with platforms like Salesforce, Zendesk, or Freshdesk, along with the ability to communicate complex technical concepts to commercial stakeholders.
• Thrives in autonomous startup environments, showing a passion for problem-solving and a proactive approach to managing time across SMB and enterprise accounts.