Customer Success Manager at DigitalGenius

Job Title

Customer Success Manager

Not Disclosed

Digital Genius is a 47-person AI startup with offices in London and New York that builds an agentic AI platform transforming customer experience for global ecommerce brands such as On, Rapha, and Clarins.

As a Customer Success Manager at Digital Genius, you will lead the entire post-sales lifecycle for ecommerce brands across the UK and Europe. You will manage implementations, drive KPI achievement, and secure renewals for a diverse portfolio ranging from SMBs to Enterprises, ensuring clients maximize the value of agentic AI technology.

London, UK / Remote, Europe

• Join a high-growth startup at the forefront of the agentic AI revolution, working with a proprietary platform that resolves up to 70% of customer inquiries autonomously.
• Partner with some of the most recognizable names in global retail and ecommerce, including On, Rapha, All Saints, Clarins, and Holland & Barrett.
• Enjoy significant autonomy in a lean, high-trust environment where you will help shape the customer success playbook rather than just following an existing one.

• Own the end-to-end post-sales customer journey, from initial scoping and technical implementation to driving long-term product performance and account growth.
• Analyze key metrics and conduct business-value analyses to demonstrate clear ROI to stakeholders, ensuring high levels of customer referenceability and retention.
• Collaborate closely with Solution Engineers to deliver continuous product improvements and communicate complex technical requirements effectively to non-technical client stakeholders.

• Brings 3+ years of experience in a client-facing Customer Success or Account Management role within the B2B SaaS space, ideally with ecommerce domain expertise.
• Possesses strong technical literacy, including proficiency with CRM platforms, APIs, and data analytics to translate product performance into compelling business cases.
• Demonstrates exceptional relationship-building and presentation skills, with a proven ability to manage multiple complex projects autonomously in a fast-paced startup environment.