Customer Success Manager

CUSTOMER SUCCESS MANAGER (SAAS GENAI SOLUTION)

WHO WE ARE

Welcome to TELUS Digital https://www.telusdigital.com/— where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital https://www.telusdigital.com/ acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

An integral segment of our company is Fuel iX™ https://www.fuelix.ai/, TELUS Digital's proprietary generative AI engine. Fuel iX™ empowers businesses to transition their generative AI initiatives from concept to operational reality quickly, securely, and responsibly. This powerful tool enhances TELUS Digital’s ability to create and implement solutions that not only elevate customer engagement but also address complex business challenges.

THE OPPORTUNITY

This role will be the Fuel iX team's first Customer Success Manager professional in Brazil, 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.

WHY TELUS DIGITAL?

At TELUS Digital, you'll work with world-class brands like FOX, HBO, PepsiCo, and Domino's, building transformative digital products that impact millions. Our global reach allows you to collaborate with diverse, international teams, solving complex problems and delivering tech-driven solutions that matter.

We thrive on engineering excellence, using the latest technologies in cloud computing, AI, machine learning, DevOps, microservices architecture, and data engineering. Our teams embrace Agile methodologies, continuous integration and deployment (CI/CD) pipelines, and a DevOps-first mindset to deliver solutions at scale.

In addition to being part of an international and innovative consultancy company, you will have:

• A Global Innovation Hub: Be part of an international consultancy at the forefront of technology

• Work-Life Harmony: Enjoy flexible hours and autonomy to balance your professional and personal life

• Cutting-Edge Tech Playground: Dive into the latest technologies and shape the future of digital solutions

• Prestigious Partnerships: Collaborate with world-renowned brands, making a real impact in the market

• Growth-Centric Environment: Thrive in our collaborative ecosystem with a clear career development path

• Global Exposure: Embrace optional international travel opportunities to broaden your horizons

Some of our benefits:

• Health and dental plan

• Life insurance

• Monthly voucher for meals, culture, education, health and mobility

• Child care assistance and more!

EQUAL OPPORTUNITY EMPLOYER

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

For more information on how we use your information, see our Privacy Policy https://www.telusdigital.com/privacy-policy.