Customer Success Manager

Digital.ai

1d • $85,000 - $95,000 • Remote

About The Position

Digital.ai is the only AI-powered software delivery platform purpose-built for the enterprise, enabling the world’s largest organizations to build, test, secure, and deliver high-quality software. By unifying AI-driven insights, automation, and security across the software development lifecycle, Digital.ai empowers enterprises to deliver innovation with confidence. Trusted by 5,000 global enterprises, Digital.ai is redefining how enterprises build better software in an AI-driven world. Additional information about Digital.ai can be found at digital.ai and on Twitter, LinkedIn, and YouTube.
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.
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.
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.

Requirements

• 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
• 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.

Nice To Haves

• Experience running a book of Fortune 2000 customers (preferred)
• Experience working at a software company (technical interface role preferred)

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees