Customer Success Manager

About Fello

Fello is a thriving, venture capital-backed B2B SaaS company specializing in an innovative real estate platform. Our solution merges data intelligence, marketing automation, and conversational AI to empower real estate teams to engage smarter and grow faster. At the core is Felix, an AI assistant managing follow-ups across calls, texts, and emails, alleviating daily operational tasks so teams can focus on growth instead of guesswork.

Role Overview

We seek a driven, customer-centric professional with excellent communication skills and a passion for client success. Real estate experience is essential, along with a solid understanding of SaaS platforms. The ideal candidate easily builds strong relationships with clients and internal departments alike, is proactive, organized, and continually strives to enhance the customer experience.

Key Responsibilities

• Act as a strategic partner, proactively driving adoption, retention, and revenue growth by aligning our platform’s value with customer goals.
• Guide customers to maximize our AI capabilities, unlocking additional value and ensuring their success.
• Deliver exceptional onboarding and training experiences, offering strategic advice and upgrade recommendations from the outset.
• Monitor customer engagement and health through platform analytics and usage data to identify risk and upselling opportunities.
• Lead quarterly business reviews to discuss performance, feature utilization, and scaling outcomes.
• Build and nurture strong client relationships, acting as a primary communication conduit between customers and internal teams.
• Collaborate effectively across Product, Sales, and Solutions teams to provide a seamless customer journey.
• Serve as a customer advocate by relaying feedback and insights to guide product roadmap improvements.
• Promote Fello’s impact by encouraging customer testimonials, case study participation, and referrals.

Candidate Requirements

• Demonstrated success in customer success or account management roles, preferably in SaaS.
• Solid knowledge of SaaS and marketing practices.
• Experience or familiarity with AI-powered platforms.
• Outstanding interpersonal and communication skills.
• Proactive, consultative, and highly organized approach, anticipating customer needs.
• Dedication to delivering excellent customer satisfaction and continuous enhancement.
• Passion for technology and enthusiasm for a fast-paced, collaborative startup environment.

Benefits

• Competitive compensation package including salary and benefits.
• Fully remote work with flexible hours supporting work-life balance.
• Career growth and professional development opportunities.
• Comprehensive health, dental, and vision insurance coverage.
• Generous paid time off and holiday allowances.
• A collaborative and supportive work culture fostering innovation.
• Equity opportunities sharing in company success.
• Engagement with advanced AI-related projects.