Customer Success Manager

Fello is a profitable, hyper-growth, VC-backed B2B SaaS startup on a mission to empower businesses with data-driven intelligence. They are seeking a Customer Success Manager to drive customer adoption, retention, and satisfaction while leveraging AI features to enhance client success.

Responsibilities:

• 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

Requirements:

• Real estate experience required
• 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