Location
London (open to candidates in both the UK and EU)

Hours
Full Time

Salary
Competitive salary offered

About the Role
At DigitalGenius (DG), we are transforming customer experience for ecommerce brands using AI Agents and a proprietary approach to agentic AI. As a Customer Success Manager, you will own all post-sales customer engagement, managing multiple projects across SMB, Mid-Market, and Enterprise clients in the UK and Europe. Your responsibilities will include scoping implementations, managing delivery, defining and achieving KPIs, ensuring continuous improvement post-implementation, generating case studies, and securing renewals. You will work closely with clients to create implementation plans, timelines, and delivery milestones, collaborating with Solution Engineers to ensure timely delivery and ongoing solution enhancements. This role requires effective communication of project requirements, status, and results in a high-touch customer success model, as well as managing support inquiries and escalations throughout the customer lifecycle. You will play a key role in driving customer satisfaction, retention, and growth of your client portfolio, contributing to DigitalGenius’s position as a leader in AI-driven customer experience.

Experience
Minimum 2+ years client management experience in SaaS, preferably with a background in CRM, API, and/or Customer Service spaces.

About you
You have strong foundational technical understanding and literacy, proven proficiency with CRM platforms, and experience interpreting and analysing key metrics. You possess exceptional presentation and relationship skills with the ability to communicate both technical and commercial concepts effectively. You are able to multitask, prioritise, and manage your time effectively and autonomously. Above all, you love solving problems, helping people, and want to be an integral part of scaling a start-up.

Qualifications
Bachelor’s Degree required; MBA or technical degree is a plus.