Customer Success Manager, Fuel iX

Charlottesville, Virginia, United States

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.

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.

USA Pay Range

$70,000 - $90,000 USD

Create a Job Alert

Interested in building your career at WillowTree? Get future opportunities sent straight to your email.

Create alert

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Select...
Select...
Select...
Select...
Select...
Select...
Select...

(USA) Voluntary Demographic Questions

WillowTree knows incredible talent comes from all backgrounds. Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. We’re deeply committed to building teams that reflect the diversity of the populations we serve.

To ensure we’re reaching talent from all backgrounds, we invite applicants to complete the following VOLUNTARY demographic questions. For each question, you have the option to select "I do not wish to answer." Your responses will be processed separately from your application and will not be used in the hiring process or decision. We use this data (aggregate only) to assess and improve our hiring outreach and processes to better include and support individuals of all backgrounds. 

WillowTree is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. 

Select...
Select...
Select...
Select...
Select...
Select...
Select...