Scaled Customer Success Manager

Fellow Insights Inc

4d • Remote

About The Position

Fellow is the AI-powered meeting management platform built for modern teams. We help organizations run more effective one-on-ones, team meetings, and cross-functional conversations - all in one place. From collaborative agendas and real-time note-taking to AI-generated recaps and action item tracking, Fellow makes every meeting matter. We're a remote-first team driven by a simple belief: great meetings create great companies. As we scale our customer base, we're looking for a Scaled Customer Success Manager who can help our customers unlock the full value of Fellow - and keep them coming back.

Requirements

• 3+ years in a Customer Success, Account Management, or Implementation role at a B2B SaaS company
• Proven track record of hitting retention and expansion targets (GRR, NRR, or equivalent)
• Experience driving software adoption - especially in organizations with 10-200+ users - and translating product capabilities into tangible business outcomes
• Confident and persuasive communicator, comfortable running EBRs, executive conversations, and product demos
• Data-driven mindset: you use dashboards and usage analytics to prioritize your time and personalize your outreach
• Familiarity with tools like HubSpot, Intercom, or similar CRM/CS platforms
• A genuine curiosity about AI and enthusiasm for helping teams work smarter with new technology
• Bias for action and a high sense of urgency - you don't wait for accounts to come to you

Nice To Haves

• Experience at an SLG (Sales-Led Growth) company where you've worked across self-serve and sales-assisted motions
• Background in productivity, collaboration, or workflow tooling (meeting software, project management, note-taking, etc.)
• Experience with reboarding or re-engagement campaigns for dormant or low-adoption accounts

Responsibilities

• Own GRR and NRR targets for your book of business, proactively managing health scores and identifying risk signals before churn becomes a conversation
• Conduct regular business reviews (QBRs) to surface ROI, align on goals, and identify expansion opportunities across teams and departments
• Act as a Trusted Advisor - prescribing the right Fellow plan and configuration for each customer rather than taking an order-taker approach
• Identify and quickly route upsell opportunities to Account Executives, with warm context and timing that gives deals the best chance of closing
• Serve as the internal advocate for your customers: surfacing product feedback, escalating blockers, and collaborating with Product and Engineering to influence the roadmap
• Maintain accurate, detailed account notes in HubSpot so the broader team always has a clear picture of account health, opportunities, and risks

Benefits

• Competitive base salary benchmarked against industry standards and experience
• Quarterly performance bonuses up to $2,500, tied directly to KPI achievement (hit or miss structure)
• Remote-first culture with flexible working hours
• Access to Fellow Pro - use the product you sell every single day
• Collaborative, low-ego team that genuinely invests in your growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed