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Fello · 1 month ago

Customer Success Manager

United States

Full-time

Hybrid

Mid Level

Fello is a profitable, hyper-growth, VC-backed B2B SaaS startup on a mission to empower businesses with data-driven intelligence. The Customer Success Manager will be responsible for driving customer adoption, retention, and expansion revenue, while providing best-in-class onboarding and training to ensure customer success.

Artificial Intelligence (AI)B2BEmail MarketingGenerative AILead GenerationMarketing AutomationSaaSSoftware

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

Qualification

Customer successSaaS experienceAI-powered platformsConsultative approachCustomer satisfactionCommunication skillsInterpersonal skillsOrganizational skills

Required

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

Preferred

Real estate experience preferred: The ideal candidate has a strong understanding of real estate and SaaS, and can easily build relationships with clients and internal teams