Customer Success Manager

Sportsdigita•Edina, MN

About The Position

We are rebuilding Customer Success from the ground up, adapting it for the current landscape of software development. This role is not about managing a simple ticket queue; instead, it focuses on a team where AI handles repetitive tasks, allowing humans to concentrate on impactful activities such as effective onboarding, comprehensive training, early detection of account health issues, and fostering day-to-day partnerships that naturally lead to renewals. As one of the initial members of this team, you will integrate AI into your daily workflow, not as a novelty, but as a core operational tool. You will work closely with the product to influence its development and will be responsible for customer relationships that are critical to the company's growth. This position is ideal for individuals who proactively optimize their workflows using AI because they find traditional methods too slow.

Requirements

3+ years in a customer-facing role (customer success, support, account management, implementation, or similar).
SaaS experience strongly preferred.
Demonstrated AI fluency in daily workflow (e.g., using tools like Claude or ChatGPT for drafting, summarizing, analyzing, automating).
Ability to explain how AI tools have been practically applied to improve workflows.
Genuine technical curiosity and the ability to learn new tools quickly without extensive training.
Proficiency in navigating CRMs, help desk software, and reporting tools.
Comfort in understanding the technical workings of a product.
Strong product instinct, with the ability to understand software design rationale and translate customer pain points into actionable product feedback.
Exceptional written communication skills, capable of drafting clear, helpful responses and de-escalating customer issues effectively.
Strong project management skills, ensuring follow-through and proactive management of tasks.
Ability to manage a busy inbox, prioritize effectively, and maintain quick response times without burnout.
Genuine customer empathy and a commitment to customer success.
Comfort and skill in teaching, including running training sessions and explaining technical concepts in simple terms.
Experience with help desk platforms (e.g., Zendesk, Intercom, Help Scout).
Experience with CRMs (e.g., Salesforce, HubSpot).
Experience building or maintaining customer-facing documentation or knowledge bases.

Nice To Haves

Experience automating processes across help desk and CRM platforms.

Responsibilities

Use AI to accelerate response times by drafting replies, summarizing long conversations, identifying recurring issues, and converting resolved tickets into reusable answers.
Maintain a high standard of quality, ensuring all AI-generated responses are reviewed, accurate, and align with the company's brand voice.
Treat the knowledge base as a dynamic resource, updating it to provide self-service options for frequently asked questions.
Manage the customer success inbox, prioritizing urgent issues, responding to inquiries, escalating complex problems to product or engineering teams, and routing other requests appropriately.
Oversee the onboarding process for new customers, including kickoff, configuration, guidance on achieving initial value, and ensuring long-term adoption.
Conduct product training sessions for individuals and groups, highlighting AI capabilities, explaining their functionality, benefits, and limitations.
Develop and maintain training materials, walkthroughs, and customer-facing documentation, utilizing AI to keep content current with product updates.
Identify customers who are not fully adopting the product and proactively engage them before adoption issues become entrenched.
Manage customer-facing projects from initiation to completion, including timelines, milestones, status updates, and delivery.
Coordinate with product, engineering, and design teams to ensure customer needs are met on schedule.
Communicate proactively about project status, upcoming activities, any roadblocks, and their resolution.
Serve as a conduit for feedback from the field to the product roadmap, structuring and prioritizing customer challenges, requests, and workarounds with supporting evidence.
Test new features before release and contribute to their rollout strategy.
Advocate for customer needs by providing strong opinions and insights to the product team.
Utilize data, including usage trends, engagement patterns, and product signals, to prioritize customer outreach.
Address early signs of disengagement, such as declining usage, unresponsive contacts, or unresolved frustrations, before they impact renewals.
Identify and communicate expansion opportunities, such as interest in new features, nearing usage limits, expanding use cases, or new stakeholders, to the Revenue team.
Contribute qualitative insights to customer health scoring beyond quantitative data.
Provide honest assessments to leadership regarding at-risk accounts and the reasons for their status.