Customer Success Manager

Forethought.Net - Denver, CO

Full-time

Denver, CO

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager will play a crucial role in advocating for customer needs and ensuring their satisfaction with our AI solutions. This position is responsible for managing customer health, overseeing the renewal process, and identifying growth opportunities within customer accounts. The ideal candidate will collaborate with internal teams to enhance customer experiences and drive product improvements based on customer feedback.

Responsibilities

• Champion customer needs within Forethought, ensuring their feedback shapes our product and service strategies.
• Proactively monitor and manage customer health, identifying risks and opportunities, and implementing strategies to enhance customer satisfaction and longevity.
• Responsible for the entire lifecycle of customer renewals, from initial engagement to successful closure.
• Identify and pursue expansion opportunities within customer accounts, contributing to both customer and Forethought's growth.
• Provide and deliver product advice to customers, ensuring they extract maximum value from our AI solutions and improve their overall service experience.
• Orchestrate internal and cross-functional teams, aligning efforts to support customer needs and facilitate seamless collaboration for optimal outcomes.
• Regularly analyze customer usage data to identify trends, provide insights, and guide both customers and our product development team.

Requirements

• BA/BS degree.
• Minimum of 5 years in account management or customer success 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.