Customer Success Manager
At a glance
Mid-level Customer Success role at DigitalGenius. London · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Run several client projects at once across SMB, mid-market, and enterprise accounts
- Translate customer needs into implementation plans, timelines, milestones, and measurable KPIs
- Track product results, business value, and improvement work across your customer portfolio
- Coordinate with Solution Engineers on delivery, escalations, support questions, and solution refinement
- Produce case studies, win renewals, and expand the value of your client portfolio
What you bring
- At least two years managing SaaS clients, ideally involving CRM, APIs, or customer service
- A bachelor’s degree, plus strong technical fluency and comfort with CRM platforms
- Experience examining important metrics and explaining technical and commercial ideas clearly
- Strong presentation and relationship skills, with independent prioritisation across competing work
Who this fits
You’ll suit a hands-on customer success role covering implementation, delivery, retention, and account growth for UK and European clients. The position is based onsite in London and is also open to candidates in the EU. You’ll need to manage work autonomously, solve customer problems, and communicate effectively in a high-touch setting.
From the employer
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 AI and is someone who enjoys helping people, solving problems, and working on interesting projects.
Role:
Customer Success at DigitalGenius 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 UK and Europe. This role is open to candidates in both the UK and EU.
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.
- Strong foundational technical understanding and literacy.
- Proven proficiency with CRM platforms and in-depth experience interpreting and analysing key metrics.
- Exceptional presentation and relationship skills with ability to communicate technical and commercial concepts effectively.
- Ability to multitask, prioritise, 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
- 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 your skills without bureaucracy or red tape
- Monthly wellness stipend
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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