Customer Success Manager, Fuel iX

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, 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 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™, 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.

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.

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.

What We'll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits: 

• Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)
• Life & Disability Insurance
• 401K matching
• Flexible paid time off & paid company holidays
• Parental Leave
• Employee Share Purchase Plan
• Employee Assistance Program (EAP)
• And more!

*Individual compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends.  To drive ongoing pay equity for team members, WillowTree conducts regular compensation audits.