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DigitalGenius is an AI-powered customer experience platform transforming how ecommerce brands interact with customers through proprietary agentic AI technology. The company serves major retail brands including On, Rapha, Air Up, Holland & Barrett, AllSaints, Honeylove, and Clarins, with offices in London, New York, and distributed teams globally.
The Customer Success Manager will own all post-sales customer engagement across the UK and Europe, managing the complete customer lifecycle from implementation scoping through renewal. This role manages multiple concurrent projects across all customer segments (SMB, Mid-Market, Enterprise), ensuring successful solution delivery and measurable business outcomes.
Key responsibilities include: scoping implementations and defining success metrics; managing delivery processes and project timelines with clients; conducting product performance reporting and business-value analyses; collaborating with Solution Engineers on continuous improvement; handling customer support inquiries and escalations; generating case studies and securing renewals; and driving portfolio growth. The role requires understanding customer requirements deeply to ensure referenceability, satisfaction, and retention while staying current on industry trends and competitive positioning.
Required qualifications: 2+ years of client management experience in SaaS (CRM, API, or Customer Service backgrounds preferred); Bachelor's degree (MBA or technical degree a plus); strong technical literacy and foundational understanding; proven CRM platform proficiency and metrics analysis skills; exceptional presentation and relationship abilities; strong multitasking and autonomous time management; and genuine passion for problem-solving and scaling startups.
The company offers competitive salary, 25 days annual leave plus a yearly "Reset Week," fitness stipend ($210/month or Third Space Membership), and a collaborative environment emphasizing skill development without bureaucratic constraints.
