Customer Success Manager

Forethought is seeking a Customer Success Manager to guide and advise customers in maximizing the value of their products and services. The role involves acting as a liaison across different teams within the organization to ensure a cohesive approach in achieving measurable results. The Customer Success Manager will also be responsible for identifying growth opportunities, developing relationships with key stakeholders, and providing ongoing communication and recommendations to optimize customer experiences. Additionally, the role involves analyzing customer account trends and collaborating with internal teams to shape product development and enhance customer value.

• Guide and advise customers to maximize the value of Forethought's products and services
• Coordinate cross-functional teams to ensure alignment and achieve measurable results
• Manage renewal opportunities from start to finish
• Identify growth opportunities within customer organizations and collaborate with sales to expand offerings
• Build relationships with Director-level and higher individuals across customer accounts
• Deliver regular written communication to highlight customer successes and provide recommendations for optimization
• Analyze customer account trends and provide feedback to shape product development
• Conduct regular meetings and business reviews with customers to understand their needs and solve problems
• Advocate for the customer and collaborate with engineering, marketing, product, and sales teams to deliver an exceptional customer experience
• Ensure effective onboarding and training for users of Forethought's products in partnership with the Implementation team
• Support the sales process by outlining the customer experience post-purchase
• Possess a BA/BS degree
• Have 5+ years of experience in customer success/experience or customer-facing roles in SaaS
• Demonstrate an interest in AI/Machine Learning/NLP
• Exhibit strong analytical and problem-solving skills
• Possess strong verbal and written communication skills
• Ability to analyze data, generate insights, and effectively present findings to customers
• Bonus: Experience in a customer-facing role in enterprise SaaS
• Empathetic and responsive to others' emotions
• Open and effective communicator

• BA/BS degree
• 5+ years in customer success/experience or customer-facing roles in SaaS
• Interest in AI / Machine Learning / NLP
• Strong analytical and problem-solving skills
• Strong verbal and written communication skills
• Ability to analyze data, create insights, and present findings effectively
• Bonus: Experience working in a customer-facing role in enterprise SaaS
• Empathetic: In tune with others' emotions and responds in a caring way
• Open and Effective Communicator

• Competitive medical, dental, and vision coverage
• Paid maternity, paternity & adoption leave
• Unlimited paid time off
• A chance to be an early member of a hyper-growth startup with equity to match
• An opportunity to help define a new market within AI
• Ability to solve challenging problems with a world-class team
• A low ego company culture that is obsessed with feedback and helping each other grow
• Hybrid in-office vs. remote structure that allows you to choose where you get your best work done