Customer Success Manager, Fuel iX

Who We Are

In collaboration with our parent company, TELUS Digital, we’ve launched Fuel iX, an enterprise-grade AI engine designed to help companies upgrade their generative AI (GenAI) pilots to production scale, deploy customized solutions faster, and effectively manage the technology responsibly.

Location & Flexibility 

This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA OR in a Work From Anywhere (Remote, US) capacity. 

Travel (up to 10%) is required on an ad hoc basis.

The Opportunity

This role will be the Fuel iX team's first Customer Success Manager (CSM) and will partner closely with our Engineering, Delivery, Business Development and Product teams to build this critical function. 

Our CSM will be responsible for all aspects of the customer relationship post-sale and throughout the customer lifecycle. They will play a key role in ensuring that our customers maximize the value of our AI solutions and achieve their business goals. 

Fuel iX is an AI platform that helps enterprises manage and accelerate AI-fueled intelligent experiences (iX). This role is pivotal in enhancing and evolving our industry-leading AI engine, ensuring it delivers flexibility, control, productivity, and trust to enterprises worldwide.

Previous experience within a B2B SaaS organization is required. 

Responsibilities 

• Guide new customers through a seamless onboarding process, equipping them for successful product adoption, efficient use, and collaborative work.
• Provide ongoing support and education to customers by conducting training workshops, and demoing new product features and releases. 
• Create and update user guides, tutorials, and support documentation.
• Monitor customer health metrics and engagement levels to proactively address any issues and ensure customer satisfaction.
• Leverage customer insights to inform customer support approaches and define clear product messaging.
• Partner with team members to design, describe, and manage Fuel iX powered solutions for customers.
• Conduct Quarterly Business Reviews (QBRs) to review customer progress, identify growth opportunities, and address any potential issues.
• Collaborate with cross-functional teams, including AI engineers, data scientists, and product managers, to address customer needs and enhance product offerings.

Qualifications

• 5+ years of experience in customer success or client services roles at a B2B SaaS or Generative AI organization. 
• Proven track record of exceeding customer success goals (e.g., retention rate, customer satisfaction score).
• Deep understanding of end-to-end product management, from market research and competitive analysis to strategic planning, feature prioritization, and successful product launches.
• Ability to navigate and thrive in a startup environment with a great deal of agility.
• Demonstrated understanding of AI technology and its applications in various industries.
• Strong communication, interpersonal, and relationship-building skills, with the ability to build rapport with clients at all levels. Experience working with multiple levels of customer stakeholders – technical admins, c-level executives, legal, and compliance teams.
• Excellent problem-solving and analytical skills, with the ability to identify the root causes of customer issues and develop solutions.
• Proficiency in CRM and customer support tools.
• Proven experience at a SaaS company. 
• Must be able to travel (10%) on an ad-hoc basis.

What We Value

• A commitment to fostering a diverse, inclusive, and equitable workplace.
• A growth mindset and passion for leveraging Salesforce technologies to deliver impactful solutions.
• An ability to thrive in a dynamic, collaborative, and innovative digital environment.

Why Join TELUS Digital?

Everyone belongs to TELUS Digital. It doesn’t matter who you are, what you do, or how you do it, at TELUS Digital, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have, the more likely we are to crack the code on what our customers want and what our communities need.  From start-ups to large global brands, we deliver on all stages of customer growth and engagement. Our industry track record speaks for itself. #Happytocodehere

TELUS Digital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.