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 maintain an in-office presence on Tuesdays, Wednesdays, and Thursdays at our Charlottesville, VA location. This role is not eligible for remote work. 

The Opportunity

This role will be the Fuel iX team's first Customer Success Manager and will partner closely with our Commercial/Business Development and Product teams. 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.

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.
• 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, account management, or a similar role.
• Proven track record of exceeding customer success goals (e.g., retention rate, customer satisfaction score)
• 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

Bonus Points

• Proven experience at a SaaS company. 
• Strong understanding of AI technology and its applications in various industries.