Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Leverage AI to enhance customer support efficiency by creating responses, summarizing conversations, grouping common issues, and transforming resolved tickets into reusable solutions.

• Ensure that every customer interaction is clear, precise, and aligns with the brand's voice.

• Keep the knowledge base updated as a dynamic, self-service tool.

• Manage the customer success inbox by prioritizing, replying to, escalating, and directing requests.

• Facilitate onboarding for new customers, including kickoff meetings, configuration, guidance on first value, and follow-up support.

• Provide individual and group training on product usage, particularly regarding AI functionalities.

• Articulate the technology's capabilities, its benefits, and its limitations.

• Develop and maintain training resources, guides, and customer-oriented documentation.

• Identify accounts exhibiting low adoption rates and take proactive measures.

• Oversee customer-facing projects from start to finish, ensuring adherence to timelines, milestones, progress tracking, and delivery.

• Collaborate with product, engineering, and design teams to meet customer needs punctually.

• Provide proactive updates on progress, next steps, obstacles, and resolution timelines.

• Convey structured, prioritized, and evidence-based customer feedback to the product team to shape the product roadmap.

• Test new features rigorously and assist in their deployment.

• Utilize usage patterns, engagement metrics, and product indicators to prioritize outreach to customers.

• Address potential disengagement early to prevent renewal challenges.

• Highlight signals of expansion to the Revenue team.

• Contribute to the assessment of customer health.

• Report candidly to leadership regarding account risks and their underlying causes.

⛳️ Requirements

• Minimum of 3 years in a customer-facing position such as customer success, support, account management, implementation, or a related field.

• Strong preference for candidates with SaaS experience.

• Practical knowledge of AI tools, including daily use of applications like Claude or ChatGPT for drafting, summarizing, analyzing, and automating tasks.

• Capability to provide effective prompts, evaluate AI output, and make necessary adjustments.

• A genuine curiosity for technology and the ability to quickly learn new tools.

• Proficiency in independently navigating CRM systems, help desk platforms, and reporting tools.

• Comfort in understanding product functionality.

• Strong product intuition and the ability to convert customer pain points into actionable insights for the product team.

• Exceptional written communication skills with a knack for de-escalating customer frustrations in writing.

• Strong project management skills and consistent follow-up capabilities.

• Ability to efficiently manage a high-volume inbox, prioritize tasks effectively, and maintain prompt response times.

• Genuine customer empathy and a problem-solving mindset.

• Experience in conducting training sessions and explaining technical concepts in accessible language.

• Familiarity with help desk platforms such as Zendesk, Intercom, or Help Scout.

• Experience with CRMs like Salesforce or HubSpot.

• Bonus for experience in automating workflows across help desk and CRM systems.

• Experience in creating or maintaining customer-facing documentation or a knowledge base.

• Required to indicate whether employment visa sponsorship will be needed to work for DIGIDECK.

🏝️ Benefits

• Option for remote work.

• Opportunity to utilize AI daily and influence product evolution.

• Flexibility to define the role's structure.

• Chance to collaborate closely with product, engineering, and design teams.