Customer Success Manager

What You'll Be Doing (Responsibilities): 

• Guide and advise our customers to achieve the highest value from Forethought’s products and services
• Act as the “symphony conductor” across the organization to ensure cross-functional teams are harmonized to realize the value and achieve measurable results 
• Own renewal opportunities from start to finish
• Identify growth opportunities across the customer organization and partner with sales to expand our offerings
• Develop relationships across the organization with Director-level and higher individuals across your accounts
• Create and deliver regular written communication to highlight customer successes and provide ongoing recommendations for further optimization
• Analyze customer account trends and provide feedback to Forethought team to shape product development as well as to ensure our products continuously add value to customers
• Connect with customers via weekly/monthly meetings and regular business reviews to continue to better understand your customers and partner with them to solve problems, develop goals, and identify trends
• Be the voice of the customer as you partner with engineering, marketing, product, and sales to deliver the best-in-class customer experience
• Partnering with the Implementation team, ensure effective onboarding and training for users of Forethought’s products
• Support the sales process to outline the experience they will have as a customer once they purchase

Who You Are (Skills): 

• BA/BS degree
• 5+ years in customer success/experience or customer-facing roles in SaaS
• An interest in AI / Machine Learning / NLP
• Strong analytical and problem-solving skills
• Strong verbal and written communication skills
• Ability to analyze data, create insights, and present those findings to customers effectively
• Bonus: You’ve had experience working in a customer-facing role in enterprise SaaS
• Empathetic: You are in tune with how others around you are feeling, and you feel compelled to respond to those emotions in a way that makes them feel cared for
• Open and Effective Communicator: You’re a great listener and observer as well as a great deliverer of your message
• Relationship Builder: You care about people beyond their job titles, and you want and can build a meaningful relationship with them for many years to come
• Data Minded: You’re able to collect, analyze, and make business recommendations with data
• Product Feedback: We’re a customer-centric company, which means our product roadmap is driven by customer feedback. You’re able to track trends across customers to help the product team continuously improve our current products
• Project Manager: You are responsible for all renewals for your customers, so you need to be able to keep track of priorities to help customers derive the most value out of Forethought’s products and services
• Team Player: You have a track record of collaboratively delivering results with cross-functional teams
• Humble: Your customer instincts are matched by your low ego and willingness to problem-solve with others
• Problem Solver: You’re a creative thinker who loves implementing simple and elegant solutions that solve real customer issues