Customer Success Manager

Fello is a profitable, hyper-growth, VC-backed B2B SaaS company building the agentic real estate platform of the future. The Customer Success Manager will be responsible for driving customer adoption and retention by aligning customer goals with platform outcomes, providing onboarding and training, and advocating for the customer within the organization.

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:

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