Customer Experience & Value Manager

Fello

6d•Remote

About The Position

The Customer Experience & Value Manager helps customers maximize their investment in Fello by improving product adoption and utilization, demonstrating measurable business value, and supporting long-term customer success. The role uses platform analytics, engagement metrics, and performance data to identify opportunities, demonstrate ROI, and reinforce the value of the platform. This is a technical, solution-focused customer-facing role. The manager investigates customer challenges, troubleshoots platform issues, identifies potential root causes, and drives solutions through resolution, working with technical teams when needed. They help customers optimize AI-powered capabilities, automation, integrations, and platform configurations, while offering strategic guidance to improve business operations and workflows. The role proactively monitors customer health and works across Product, Engineering, Support, and other internal teams to address customer needs, share feedback, reduce churn, and improve the overall customer experience. The position is fully remote with flexible hours.

Requirements

Proven experience in Customer Success, Technical Account Management, Solutions Consulting, or a related customer-facing SaaS role.
Strong technical aptitude and hands-on experience navigating SaaS platforms, CRM systems, integrations, and automation technologies.
Analytical and troubleshooting skills, including investigating technical issues, identifying root causes, and recommending effective solutions.
Familiarity with AI-powered technologies and their application in improving business processes and workflows.
Ability to interpret customer data, product analytics, and performance metrics and develop actionable recommendations.
A consultative approach to customer relationships, including the ability to understand business needs and influence positive outcomes.
Excellent communication skills, including the ability to explain technical concepts clearly to nontechnical audiences.
Strong organizational skills, a proactive ownership mindset, and the ability to manage competing priorities in a collaborative environment.

Nice To Haves

Experience supporting AI-powered SaaS products, particularly within real estate technology or marketing automation.
Knowledge of real estate industry operations, sales workflows, and CRM best practices.
Experience troubleshooting software integrations, data synchronization, or automated workflows; familiarity with Zapier, API Nation, and custom email domain configurations is a plus.
A demonstrated track record of improving customer retention, product adoption, or measurable business outcomes.

Responsibilities

Help customers maximize their investment in Fello by driving product adoption, improving utilization, and supporting long-term success.
Use platform analytics, engagement metrics, and performance data to demonstrate ROI, identify opportunities for improvement, and reinforce customer value.
Investigate customer challenges, troubleshoot platform issues, identify potential root causes, and drive solutions through resolution, collaborating with technical teams when needed.
Help customers use Fello’s AI capabilities, automation, integrations, and platform configurations to improve efficiency and performance.
Understand customer business operations, identify process inefficiencies, and recommend practical changes that improve results.
Monitor adoption, engagement, and performance trends to identify customer risks early and implement churn-reduction strategies.
Partner with Product, Engineering, Support, and other internal teams to address customer needs, share actionable feedback, and improve the customer experience.