Note: The job is a remote job and is open to candidates in USA. Fello is a profitable, hyper-growth, VC-backed B2B SaaS startup on a mission to empower businesses with data-driven intelligence. They are seeking a Customer Success Manager to drive customer adoption, retention, and satisfaction while leveraging AI features to enhance client success.
Responsibilities
- Be the strategic partner for your customers – Proactively drive adoption, net retention, and expansion revenue by aligning customer goals with platform outcomes
- Guide customers to leverage our AI features – Helping them unlock more value and see success
- Go above and beyond to deliver best-in-class onboarding and training – Provide strategic recommendations and upgrade guidance to help customers succeed from day one
- Track customer health and surface opportunities – Use platform insights, usage dashboards, and behavior signals to proactively manage risk and identify upsell moments in partnership with AI
- Conduct quarterly business reviews (QBRs) – Strategize with customers on performance, feature usage, and how to scale results over time
- Develop strong relationships with clients – Facilitate communication and serve as the trusted voice between customers and internal teams
- Collaborate cross-functionally – Work with Product, Sales, and Solutions teams to create a seamless, personalized experience throughout the customer lifecycle
- Advocate for the customer – Share feedback and insights with our Product team to inform roadmap priorities and improve the platform
- Promote Fello's Impact - Encourage happy customers to share testimonials, participate in case studies, or refer peers to amplify our brand value
Skills
- A proven track record in customer success or account management, ideally in SaaS
- Strong understanding of SaaS and marketing best practices
- Familiarity with AI-powered platforms
- Excellent communication and interpersonal skills
- A proactive, organized, and consultative approach - you stay two steps ahead of the customer
- A strong commitment to customer satisfaction and continuous improvement
- Curiosity for technology and a desire to work in a fast-moving, highly collaborative startup environment
- Real estate experience required: The ideal candidate has a strong understanding of real estate and SaaS, and can easily build relationships with clients and internal teams
Benefits
- Competitive Compensation: Attractive salary and benefits package.
- Flexible Work Environment: Fully remote work with flexible hours to promote work-life balance.
- Professional Growth: Opportunities for career advancement and professional development.
- Health & Wellness: Comprehensive health, dental, and vision insurance plans.
- Paid Time Off: Generous PTO and paid holidays to recharge and relax.
- Collaborative Culture: A supportive team environment that values innovation and collaboration.
- Equity Options: Opportunity to own a part of Fello and share in our success.
- Cutting-Edge Projects: Work on innovative products that leverage AI and advanced technologies.
Company Overview