Customer Success Manager at Forethought

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.