Customer Success Manager

4 weeks ago

Canada XGEN AI Full time

The Customer Success Manager plays a critical role in the success of XGen AI and has a direct impact on the results our clients attain when implementing our AI-powered personalization and search services.

You are passionate about engaging your clients and building strong relationships, guiding them to use XGen AI's SaaS solutions to drive their eCommerce success while ensuring the continued adoption of our platform and solutions.

You have fantastic relationship-building skills and want to work in an environment where culture and "doing it right" matter. You love the idea of being on the launch pad of a startup. Our customer base is rapidly expanding, and you could be an early part of a successful eCommerce solution powered by the latest in Artificial Intelligence.

Please only apply if you have previous professional experience with eCommerce and you have work authorization to work in Canada.

As a Client Success Manager, you are responsible for:

  • Owning the overall relationship with assigned clients:
  • Ensure Xgen AI is driving value, and the value is perceived by the customer
  • Establish a trusted/strategic advisor relationship
  • Increase the usage of the Xgen AI platform
  • Guarantee customer satisfaction
  • Retain customers and manage renewals
  • Attain client retention rates of 90%
  • Onboard and train clients, help them quickly become comfortable with the use of XGen Ai's platform
  • Work with the client's eCommerce team and help them maximize the use of our solution
  • Understand customers' critical goals and help achieve them through our products
  • Detect early signals of at-risk renewals and provide a path to escalation when required
  • Deliver webinars and training sessions to our clients' teams
  • Bring valuable product and training material feedback to the product team
  • Serve as the client-facing XGen Ai product technical expert, work closely with the developers to ensure resolutions to any issues that may arise
  • Develop and nurture customers for advocacy measured by the willingness of Clients to provide testimonials/references/case studies
  • Identify and develop upsell opportunities in your client base

Qualifications and Attributes:

  • Strong interpersonal skills and ability to develop and manage relationships with cross-functional resources
  • Excellent communication skills, verbal and written with a high level of professionalism
  • Detail-oriented self-starter with strong organizational and time management skills
  • Problem-solving
  • Ability to read, understand and interpret data
  • High aptitude for learning new technologies
  • Excellent knowledge of site analytics tools (GA4, Adobe Analytics)
  • Excellent knowledge of eCommerce KPI's
  • Basic knowledge of A/B Testing
  • Experience with E-Commerce Personalization / Product Recommendations and Search Tools a plus
  • Familiarity with Confluence, JIRA, Zendesk and similar platforms is preferred
  • Familiarity with SaaS is a plus

Education:

  • High school or equivalent - minimum
  • Bachelor's Degree - preferred

Experience:

  • E-commerce Management or Client Success in a tech company: 5+ years (Required)

Benefits:

  • Dental Insurance
  • Health insurance
  • Vision insurance
  • Paid time off

Schedule:

  • Full Time
  • Eastern time zone
  • Monday to Friday

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