Customer Success Manager

About the Team:

As we evolve our customer experience at Digital.ai, Customer Success Managers have become an integral way in which we engage with our customers. This is an opportunity to bring your experience to a seat at the table and drive the adoption of standard methodologies on the customer success team and across the company.

What will make you successful:

You truly love helping customers, and you’re passionate about solving the day-to-day challenges that inevitably come up with all customers. You’re also not afraid to have a difficult conversation with a customer – those are some of the most meaningful qualities that you’re going to have. Lastly, have a growth mindset. We need someone who is proactive in building relationships and cares for the customer experience.

What you will do:

The Customer Success Manager is responsible for leading the entire customer journey from the moment a new customer comes on board. This entails the critical on-boarding process (training, implementation oversight), through the maintenance phase and relationship building (cadence calls, EBRs, value realization, support escalation), to renewal and upsell.

• The Customer Relationship – you will be the first person the customer will think of to call
• Cadence calls – once a customer is onboarded, we need to keep in regular contact with daily users to make sure desired outcomes are being met and adoption is appropriate
• Customer experience – you understand the importance of the overall experience of the customer with our products and services and actively coordinate our efforts to assure the best possible experience for the customer stakeholders
• Renewal – customer success is ultimately responsible for the renewal. If you’re doing the job accurately, the renewal should never be in question. You’ll open the renewal conversation and route it appropriately
• Upsell – identifying customer buying signs and recognizing when a customer needs to buy additional licenses or products. You will hand those opportunities to the sales team to close.

What you will bring:

• Bachelor’s degree or equivalent in related field
• 3+ years in a customer facing role (customer success, sales, etc.) working with B2B enterprise customers
• Project management driving onboarding and implementation
• Experience running a book of Fortune 2000 customers (preferred)
• Experience working at a software company (technical interface role preferred)
• An understanding of CRM tools like Salesforce, Gainsight, Zendesk, etc.
• Knowledge of Value Stream Management (Agile, DevOps, Security preferred)
• Proven knowledge of agile and lean methods from the team to enterprise level
• Preferably located on East Coast. Will consider Eastern/Central US located candidates.

Why join us at Digital.ai?:

Digital.ai offers phenomenal benefits such as:

• Robust benefits options including Medical, Dental, Vision and other plans
• Unlimited Paid Time Off (PTO) program plus recognized holidays   
• Unlimited access to continuous learning and professional development with TalentLMS 
• Flexible working arrangements in a remote setting
• Opportunity to work with a diverse, globally distributed team.

At Digital.ai, we believe in fostering a culture of pay transparency. We are committed to providing our employees with fair and competitive compensation. The current base salary range for this specific job is estimated to be between $85,000 - $95,000 plus commission target. Please note that final compensation will be determined based on factors such as qualifications, experience, and internal equity. Certain positions at Digital.ai might also be eligible for additional compensation in the form of bonuses or other employee benefits which are separate from the base salary and to be defined at offer stage.

All are welcome to apply.  We maintain compliance with federal, state, and local laws that prohibit employment discrimination on the basis of age, race, color, gender, identity, gender expression, sex, pregnancy, national origin, ancestry, religion, physical or mental ability, medical condition, sexual orientation, marital status, citizenship status, protected military or veteran status, and all other protected classifications. We welcome everyone and believe that diversity is the foundation of innovation.

For individuals with disabilities who would like to request an accommodation, please advise us within your job application or cover letter.

FRAUD PREVENTION ALERT: please note that Digital.ai does not use third party recruiters. In our efforts to protect you against possible impersonation please check the email address or are contacted by an unfamiliar/third party requesting please reach our directly to Digital.ai.