Customer Success Manager
Forethought
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Posted:
August 7, 2023
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Other
About the position
The job overview for this role is to guide and advise customers on maximizing the value of the company's products and services. The role involves acting as a liaison between cross-functional teams to ensure alignment and measurable results. Additionally, the position requires identifying growth opportunities, building relationships with key stakeholders, analyzing customer trends, and providing feedback for product development. The successful candidate will also be responsible for delivering regular communication, conducting meetings and business reviews, and ensuring a seamless onboarding and training experience for customers.
Responsibilities
- 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 optimization recommendations
- Analyze customer account trends and provide feedback to shape product development and add value to customers
- Conduct regular meetings and business reviews with customers to understand their needs, solve problems, set goals, and identify trends
- Advocate for customers and collaborate with engineering, marketing, product, and sales teams to deliver an exceptional customer experience
- Collaborate with the Implementation team to ensure effective onboarding and training for users
- 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: Previous experience in a customer-facing role in enterprise SaaS
- Display empathy and respond to others' emotions in a caring manner
- Be an open and effective communicator, with strong listening and observation skills.
Requirements
- Guide and advise customers to maximize value from products and services
- Coordinate cross-functional teams to achieve measurable results
- Manage renewal opportunities from start to finish
- Identify growth opportunities and collaborate with sales to expand offerings
- Develop relationships with Director-level and higher individuals in customer organizations
- Deliver regular written communication highlighting customer successes and providing optimization recommendations
- Analyze customer account trends and provide feedback for product development
- Conduct regular meetings and business reviews with customers to understand their needs and solve problems
- Advocate for customers and collaborate with engineering, marketing, product, and sales teams
- Ensure effective onboarding and training for users of products
- Support the sales process by outlining the customer experience
- BA/BS degree
- 5+ years of experience 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 in a customer-facing role in enterprise SaaS
- Empathetic and responsive to others' emotions
- Open and effective communicator, with strong listening and observation skills
Benefits
- Guide and advise customers to achieve the highest value from products and services
- Act as the "symphony conductor" across the organization to ensure cross-functional teams are harmonized
- Own renewal opportunities from start to finish
- Identify growth opportunities and partner with sales to expand offerings
- Develop relationships with Director-level and higher individuals across accounts
- Create and deliver regular written communication to highlight customer successes and provide ongoing recommendations
- Analyze customer account trends and provide feedback to shape product development
- Connect with customers via meetings and business reviews to understand their needs and solve problems
- Be the voice of the customer and deliver the best-in-class customer experience
- Ensure effective onboarding and training for users of products
- Support the sales process and outline the customer experience
- Opportunity to work in the field of 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
- Opportunity to work in a customer-facing role in enterprise SaaS
- Empathetic and caring towards others
- Open and effective communicator
- Relationship builder with a focus on long-term connections
- Data-minded and able to make business recommendations
- Ability to provide product feedback and shape the product roadmap
- Project management responsibilities for customer renewals
- Ability to collaborate with cross-functional teams
- Humble and willing to problem-solve with others
- Creative thinker and problem solver