Description
We are tackling a $30B+ market opportunity, and we’re assembling a world-class team to help us get there. We’re searching for a Customer Success Manager who has a passion for solving problems and building meaningful relationships with our valued customers.
What You'll Be Doing (Responsibilities):
- Customer Advocate: Champion customer needs within Forethought, ensuring their feedback shapes our product and service strategies.
- Accountable for Customer Health: Proactively monitor and manage customer health, identifying risks and opportunities, and implementing strategies to enhance customer satisfaction and longevity.
- End-to-End Renewal Ownership: As the primary owner of the renewal process, you will be responsible for the entire lifecycle of customer renewals, from initial engagement to successful closure.
- Growth Facilitator: Identify and pursue expansion opportunities within customer accounts, directly contributing to both customer and Forethought’s growth.
- Technical Product Enablement: Provide and deliver product advice to customers, ensuring they extract maximum value from our AI solutions and improve their overall service experience.
- Collaborative Leadership: Orchestrate internal and cross-functional teams, aligning efforts to support customer needs and facilitate seamless collaboration for optimal outcomes.
- Analytical Minded: Regularly analyze customer usage data to identify trends, provide insights, and guide both customers and our product development team.
Who You Are (Skills):
- Educational Requirement: BA/BS degree.
- Experience: Minimum of 5 years in customer success or related customer-facing roles in SaaS, ideally with experience in AI/Machine Learning/NLP.
- A customer-centric mindset, attuned to the needs and expectations of customers.
- Demonstrated ability to own and successfully manage renewals and maintain strong customer health.
- Outstanding verbal and written communication abilities, with a knack for building lasting, meaningful customer relationships.
- Strong capability in data analysis and insight generation.
- Proven track record in managing complex customer projects, with a focus on prioritization and effective problem-solving.
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