Customer Success Manager

About Fello:

Fello is a profitable, hyper-growth, VC-backed B2B SaaS startup on a mission to empower businesses with data-driven intelligence. Our AI-powered marketing automation platform helps businesses optimize engagement, make smarter decisions, and stay ahead in a competitive market.

With massive growth potential and a track record of success, we’re just getting started. If you’re passionate about innovation and want to be part of an industry-defining team, Fello is the place to be.

About You:
You are a proactive, customer-focused professional with exceptional communication skills and a passion for helping clients succeed. You are dedicated to continuous improvement and are motivated to provide the best possible customer experience.

Real estate experience preferred: The ideal candidate has a strong understanding of real estate and SaaS, and can easily build relationships with clients and internal teams.

You Will:

• Be the strategic partner for your customers – Proactively drive adoption, net retention, and expansion revenue by aligning customer goals with platform outcomes
• Guide customers to leverage our AI features – Helping them unlock more value and see success 
• Go above and beyond to deliver best-in-class onboarding and training – Provide strategic recommendations and upgrade guidance to help customers succeed from day one
• Track customer health and surface opportunities – Use platform insights, usage dashboards, and behavior signals to proactively manage risk and identify upsell moments in partnership with AI 
• Conduct quarterly business reviews (QBRs) – Strategize with customers on performance, feature usage, and how to scale results over time
• Develop strong relationships with clients – Facilitate communication and serve as the trusted voice between customers and internal teams
• Collaborate cross-functionally – Work with Product, Sales, and Solutions teams to create a seamless, personalized experience throughout the customer lifecycle
• Advocate for the customer – Share feedback and insights with our Product team to inform roadmap priorities and improve the platform
• Promote Fello's Impact - Encourage happy customers to share testimonials, participate in case studies, or refer peers to amplify our brand value

You Have:

• A proven track record in customer success or account management, ideally in SaaS
• Strong understanding of SaaS and marketing best practices
• Familiarity with AI-powered platforms
• Excellent communication and interpersonal skills
• A proactive, organized, and consultative approach - you stay two steps ahead of the customer
• A strong commitment to customer satisfaction and continuous improvement
• Curiosity for technology and a desire to work in a fast-moving, highly collaborative startup environment

Our Benefits:

• Competitive Compensation: Attractive salary and benefits package.
• Flexible Work Environment: Fully remote work with flexible hours to promote work-life balance.
• Professional Growth: Opportunities for career advancement and professional development.
• Health & Wellness: Comprehensive health, dental, and vision insurance plans.
• Paid Time Off: Generous PTO and paid holidays to recharge and relax.
• Collaborative Culture: A supportive team environment that values innovation and collaboration.
• Equity Options: Opportunity to own a part of Fello and share in our success.
• Cutting-Edge Projects: Work on innovative products that leverage AI and advanced technologies.