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Forethoughtposted about 1 month ago
NY
Resume Match Score

About the position

Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought is on a mission to make every touchpoint between humans and organizations faster and more intelligent. Forethought is a leading Generative AI company providing customer service solutions that transform the customer experience. Our products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly, predicting and prioritizing cases, and assisting agents with relevant knowledge-all from one AI platform. Forethought has raised over $90M+ in venture capital from top investors including NEA, Sound Ventures, and Operator Collective. The company launched and won at TechCrunch Disrupt in 2018, was featured in Forbes 30 Under 30, and was recently recognized by G2 as a 2024 High Performer and Mid-Market Leader in Customer Support, as well as being awarded Best Est. ROI, and Easiest to do Business With in Customer Support for 2025. 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.

Responsibilities

  • Provide technical guidance to customers on our AI solutions, including demonstrating capabilities, advising on best practices, and helping customers integrate and maximize value.
  • Lead scoping sessions with customers to collect business requirements and work cross-functionally to ensure the delivery of the right technical solutions.
  • Collaborate closely with internal teams (Sales, Implementation, Engineering, Product) to ensure smooth execution of customer solutions, from pre-sales to deployment.
  • Become a trusted advisor, sharing knowledge and best practices to promote AI adoption and usage.
  • Champion customer needs within Forethought, ensuring that customer feedback directly influences our product and service strategies.
  • Take full ownership of the customer renewal process, from initial engagement to successful closure, ensuring high customer retention and satisfaction.
  • Monitor and manage customer health proactively, identifying risks, opportunities, and ensuring that customers derive maximum value from our AI solutions.
  • Identify and pursue expansion opportunities within customer accounts, working to drive both customer growth and Forethought’s overall business objectives.
  • Regularly analyze customer usage data, identifying trends, and providing actionable insights that guide customers and inform our product development team.

Requirements

  • BA/BS degree or equivalent experience.
  • A minimum of 5 years in customer-facing roles in SaaS, with at least 3 years of experience in technical consulting, technical account management, or solutions engineering.
  • Experience with AI/Machine Learning/NLP technologies and familiarity with Helpdesks and CRMS like Zendesk, Salesforce, Kustomer, and others.
  • Strong customer-first mentality and the ability to build lasting, meaningful customer relationships.
  • Demonstrated success in managing customer renewals, proactively ensuring customer health, and identifying expansion opportunities.
  • Hands-on experience with web technologies (HTML, JavaScript), familiarity with APIs, and a deep understanding of AI, Machine Learning, and NLP concepts.
  • Excellent problem-solving and analytical skills, with the ability to analyze data, identify trends, and derive insights.
  • Exceptional verbal and written communication abilities, capable of presenting technical concepts to both technical and non-technical stakeholders.
  • Experience working with cross-functional teams, including Sales, Engineering, Product, and Implementation.
  • Familiarity with the software/SaaS sales cycle, and experience working with helpdesk or customer service technologies is preferred.

Job Keywords

Hard Skills
  • Facebook
  • HTML
  • JavaScript
  • Salesforce
  • Zendesk
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