Customer Success Manager
Forethought
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Posted:
August 7, 2023
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Hybrid
About the position
Forethought is seeking a Customer Success Manager who will play a crucial role in guiding and advising customers to maximize the value of the company's products and services. The successful candidate will act as a liaison across various teams within the organization to ensure a seamless customer experience and drive measurable results. Responsibilities include managing renewal opportunities, identifying growth opportunities, building relationships with key stakeholders, analyzing customer account trends, and advocating for the customer's needs. The ideal candidate should have a strong background in customer success or customer-facing roles in the SaaS industry, possess excellent communication and problem-solving skills, and have an interest in AI, machine learning, and NLP.
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 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: 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.
Requirements
- 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
Benefits
- 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