Customer Success Manager

Forethought.Net - Austin, TX

Full-time

Austin, TX

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager role at Forethought is designed for individuals who are passionate about solving problems and building meaningful relationships with customers. This position is crucial in advocating for customer needs, ensuring their feedback influences product and service strategies, and managing the overall health of customer accounts. The role encompasses ownership of the renewal process, identifying growth opportunities, and providing technical product enablement to enhance customer satisfaction and longevity.

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.