Customer Success Manager

Forethought is seeking a Customer Success Manager to guide and advise customers on maximizing the value of their products and services. The successful candidate will act as a liaison between cross-functional teams, ensuring harmonization and measurable results. They will be responsible for managing renewal opportunities, identifying growth opportunities, and developing relationships with key stakeholders. Additionally, the Customer Success Manager will analyze customer account trends, provide feedback for product development, and deliver regular communication to highlight successes and provide recommendations. This role requires strong communication and problem-solving skills, as well as the ability to collaborate with various teams to deliver an exceptional customer experience.

Guide and advise our customers to achieve the highest value from Forethought’s products and services

Act as the “symphony conductor” across the organization to ensure cross-functional teams are harmonized to realize the value and achieve measurable results

Own renewal opportunities from start to finish

Identify growth opportunities across the customer organization and partner with sales to expand our offerings

Develop relationships across the organization with Director-level and higher individuals across your accounts

Create and deliver regular written communication to highlight customer successes and provide ongoing recommendations for further optimization

Analyze customer account trends and provide feedback to Forethought team to shape product development as well as to ensure our products continuously add value to customers

Connect with customers via weekly/monthly meetings and regular business reviews to continue to better understand your customers and partner with them to solve problems, develop goals, and identify trends

Be the voice of the customer as you partner with engineering, marketing, product, and sales to deliver the best-in-class customer experience

Partnering with the Implementation team

• 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