Manager, Customer Success

Fello is a profitable, hyper-growth, VC-backed B2B SaaS company building the AI Operating System for relationship-driven growth. Our platform combines data intelligence, marketing automation, and conversational AI to help businesses engage smarter, move faster, and scale effortlessly. We turn complex data into simple, intelligent actions - automating everything from outreach to follow-up.

Fello isn't another tool in the stack. It's the system that powers them, learning, adapting, and executing in real time so professionals can focus on growth, not guesswork.

If you're fired up about building the backbone of an AI-driven product that's changing how professionals work, you'll fit right in.

As Manager of Customer Success, you'll lead a team of CSMs and own the revenue performance, retention outcomes, and operational rigor for your book of business. Reporting to the VP of Customer Success, you are equal parts builder and operator - someone who can architect scalable playbooks from scratch, forecast with precision, and develop a high-caliber team that delivers measurable customer outcomes. This is not a maintenance role. You're joining at the stage where the CS function is being built for the $25M to $100M+ ARR journey, and you'll be expected to build the systems, coach the people, and drive the numbers that get us there. If you thrive in ambiguity, move with urgency, and believe great CS is a revenue engine - we want to talk.

• Own Forecast and Revenue Performance: Manage gross and net retention forecasting for your segment. Own expansion pipeline, renewal execution, and churn mitigation - with full accountability for hitting NRR and GRR targets. Present forecast and risk reviews to CS and Revenue leadership weekly.
• Build and Scale Playbooks: Design, test, and operationalize repeatable motions for adoption, health-based interventions, expansion, and renewal. Move fast - iterate based on data, not perfection.
• Lead and Develop a Team of CSMs: Recruit, coach, and performance-manage a team of CSMs across your segment. Run structured 1:1s, pipeline reviews, and call coaching sessions. Set a high bar for strategic account management and hold the team to it.
• Drive Expansion Revenue: Partner with CSMs to identify and execute upsell/cross-sell opportunities across Fello's multi-product platform (AiOS, AI agents like Felix, data enrichment). Build structured business cases and ensure expansion is embedded in every customer conversation, not treated as an afterthought.
• Operationalize Customer Health: Implement and manage health scoring, risk escalation frameworks, and early warning systems. Use platform data, engagement signals, and usage patterns to move from reactive firefighting to proactive portfolio management.
• Leverage AI and Automation: Embed Fello's AI tools and automation into daily CS workflows - from risk detection to personalized outreach at scale. Champion efficiency without sacrificing customer experience.
• Partner Cross-Functionally: Collaborate with Product and Onboarding on feature adoption and in-app experience improvements. Align with Marketing on customer advocacy, case studies, and lifecycle campaigns. Work with Sales on handoff quality and expansion alignment.
• Instill Operational Discipline: Build the reporting cadence, dashboards, and data hygiene standards your team needs to operate with transparency and speed. If a metric isn't tracked, it doesn't exist - you'll fix that.

• Experience: 5+ years in Customer Success at a B2B SaaS company, with at least 2 years in a leadership capacity - whether as a people manager, team lead, or senior IC driving cross-functional initiatives and mentoring CSMs. You've operated in a high-growth environment and know what it takes to build, not just maintain.
• Revenue Ownership: Demonstrated accountability for NRR, GRR, expansion ARR, or similar commercial metrics. You can speak to the numbers you've delivered and how you got there.
• Forecasting Rigor: Hands-on experience building and managing retention and expansion forecasts. You understand pipeline mechanics and can identify risk before it becomes a surprise.
• People Development Track Record: Proven ability to hire, ramp, and level-up CSMs. You've built performance frameworks, run coaching programs, and made tough calls when needed.
• Playbook Building: You've designed and operationalized CS playbooks from scratch - not just inherited someone else's. You think in systems and scale.
• Data and Tools Fluency: Comfortable with CS platforms (Gainsight, Vitally, HubSpot, or similar), health scoring models, and BI tools. You use data to make decisions, not just build reports.
• High-Volume Transactional Experience: Familiarity with CS motions that serve hundreds or thousands of accounts, balancing tech-touch efficiency with high-touch strategic engagement.
• AI and Automation Mindset: Genuine interest in leveraging AI tools to drive CS efficiency and outcomes. Bonus if you've implemented AI-driven workflows in a CS context.
• Strategic and Hands-On: You can present to executives and also jump into a customer call, troubleshoot a playbook gap, or build a dashboard yourself. No task is beneath you.
• Real Estate or Adjacent Industry Experience: Preferred but not required. Understanding of relationship-driven, high-volume transactional businesses is a strong plus.

• Competitive Compensation: Attractive salary and benefits package.
• Flexible Work Environment: Fully remote work with flexible hours to promote work-life balance.
• Professional Growth: Opportunities for career advancement and professional development.
• Health & Wellness: Comprehensive health, dental, and vision insurance plans.
• Paid Time Off: Generous PTO and paid holidays to recharge and relax.
• Collaborative Culture: A supportive team environment that values innovation and collaboration.
• Equity Options: Opportunity to own a part of Fello and share in our success.
• Cutting-Edge Projects: Work on innovative products that leverage AI and advanced technologies.