Customer Success Manager

Summary

Join Forethought, a leading AI-native platform for enterprise customer support, as a Customer Success Manager. You will bridge our customers, internal teams, and AI solutions, championing customer needs and ensuring product and service alignment. This hybrid role leverages your customer success expertise and technical acumen to guide clients through their journey, from adoption to renewal. You will provide technical guidance, lead scoping sessions, collaborate with internal teams, and act as a trusted advisor. You'll own the customer renewal process, monitor customer health, identify expansion opportunities, and analyze usage data for insights. Forethought offers a chance to be an early member of a hyper-growth startup with equity, an opportunity to define a new market in AI, and a low-ego company culture.

Requirements

• BA/BS degree or equivalent experience
• A minimum of 5 years in customer-facing roles in SaaS, with at least 3 years of experience in technical consulting, technical account management, or solutions engineering
• You possess a strong customer-first mentality and the ability to build lasting, meaningful customer relationships
• Demonstrated success in managing customer renewals, proactively ensuring customer health, and identifying expansion opportunities
• Hands-on experience with web technologies (HTML, JavaScript), familiarity with APIs, and a deep understanding of AI, Machine Learning, and NLP concepts
• You excel in analyzing data, identifying trends, and deriving insights that drive customer satisfaction and product development
• Exceptional verbal and written communication abilities, capable of presenting technical concepts to both technical and non-technical stakeholders
• Experience working with cross-functional teams, including Sales, Engineering, Product, and Implementation

Responsibilities

• Provide technical guidance to customers on our AI solutions, including demonstrating capabilities, advising on best practices, and helping customers integrate and maximize value
• Lead scoping sessions with customers to collect business requirements and work cross-functionally to ensure the delivery of the right technical solutions
• Collaborate closely with internal teams (Sales, Implementation, Engineering, Product) to ensure smooth execution of customer solutions, from pre-sales to deployment
• Become a trusted advisor, sharing knowledge and best practices to promote AI adoption and usage
• Champion customer needs within Forethought, ensuring that customer feedback directly influences our product and service strategies
• Take full ownership of the customer renewal process, from initial engagement to successful closure, ensuring high customer retention and satisfaction
• Monitor and manage customer health proactively, identifying risks, opportunities, and ensuring that customers derive maximum value from our AI solutions
• Identify and pursue expansion opportunities within customer accounts, working to drive both customer growth and Forethought’s overall business objectives
• Regularly analyze customer usage data, identifying trends, and providing actionable insights that guide customers and inform our product development team

Preferred Qualifications

• Ideally, you have experience with AI/Machine Learning/NLP technologies and are familiar with Helpdesks and CRMS like Zendesk, Salesforce, Kustomer, and others
• Familiarity with the software/SaaS sales cycle, and experience working with helpdesk or customer service technologies is preferred

Benefits

• A chance to be an early member of a hyper-growth startup with equity to match
• An opportunity to help us 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
• A distributed team, with a flexible approach to work that allows you to choose how you best work
• Health Insurance
• Paid maternity, paternity & parental leave
• Company wide wellness days