Customer Success Manager

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 coordinating cross-functional teams, owning renewal opportunities, identifying growth opportunities, developing relationships with key stakeholders, analyzing customer account trends, and delivering regular communication to highlight successes and provide recommendations. The successful candidate will also be responsible for onboarding and training users, supporting the sales process, and ensuring a best-in-class customer experience. Strong analytical, problem-solving, and communication skills are required, along with an interest in AI, machine learning, and NLP.

• Guide and advise customers to maximize the value of Forethought's products and services
• Coordinate and align cross-functional teams to 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 ensure continuous value for 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 excellent listening and observation skills.

• Guide and advise customers to achieve value from products and services
• Harmonize cross-functional teams to achieve measurable results
• Own renewal opportunities
• Identify growth opportunities and partner with sales to expand offerings
• Develop relationships with Director-level and higher individuals
• Create and deliver regular written communication highlighting customer successes and providing recommendations
• Analyze customer account trends and provide feedback for product development
• Connect with customers via meetings and business reviews to understand and solve problems
• Be the voice of the customer and partner with engineering, marketing, product, and sales
• Ensure effective onboarding and training for users of products
• Support the sales process and outline the customer experience
• 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 in customer-facing role in enterprise SaaS
• Empathetic
• Open and effective communicator

• 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 to outline the customer experience
• An 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
• Empathetic and caring towards others
• Open and effective communicator
• Relationship builder
• Data-minded and able to make business recommendations with data
• Provide product feedback to continuously improve current products
• Project manager responsible for all renewals and prioritizing customer needs
• Team player who collaboratively delivers results with cross-functional teams
• Humble and willing to problem-solve with others
• Creative thinker who loves implementing simple and elegant solutions