Customer Success Manager

Employment Type: Full-Time Location Type: Remote Salary: Not specified

Position Overview

Join our mission-driven Customer Success Team at FutureFit AI, where we leverage cutting-edge AI to connect people with meaningful careers and industries with the talent they need. We are a high-velocity, high-intensity, high-trust, high-bar, high-impact team with a strong will to win. If you are motivated by having a meaningful and positive impact, pursue audacious goals with humility, and resonate with our mission, this could be the right next step in your career journey.

We encourage you to apply if you see a strong, but not necessarily perfect, fit between your skills and the requirements of this role.

Reporting Structure

This role reports directly to Dana Nelson, Director of Customer Success.

Responsibilities

As a Customer Success Manager, you will own a portfolio of customers, driving their success on our platform and contributing to contract retention and expansion. Your key responsibilities include:

• Build Deep Relationships:
  • Develop and maintain strong relationships with key stakeholders in assigned customer accounts.
  • Act as the primary point of contact, building trust through timely and proactive communication.
• Provide Comprehensive Support:
  • Own key stages of the customer journey, from implementation to ongoing support and success.
  • Position partnerships for renewal and expansion, working cross-functionally with Customer Success, Growth, Product, and Engineering teams.
• Drive Platform Adoption:
  • Guide customers to achieve their objectives using our platform, whether it's promoting job seeker upskilling, creating capacity for workforce staff, helping employers address talent shortages, or building collaborative workforce ecosystems.
• Cultivate Product Expertise:
  • Develop a deep understanding of our products and stay updated on new features.
  • Serve as a subject matter expert, providing guidance on best practices, product utilization, and customization.
  • Host calls with customers to gather feedback on features and enhancements.
• Identify Renewals and Upsell Opportunities:
  • Proactively identify opportunities for customer renewals and upsells.
  • Collaborate with the sales team to drive customer expansion and revenue growth.
• Represent the Voice of the Customer:
  • Thoroughly understand current and future customer requirements to shape FutureFit AI's product roadmap and domain expertise.
  • Advocate for customer needs internally, ensuring feedback is acted upon.

Required Skills

• Relationship management: Proficiency 5/5
• Rapid & rigorous thinking & problem-solving: Proficiency 5/5
• Oral communication (leading meetings with stakeholders): Proficiency 5/5
• Project management: Proficiency 5/5
• Strategic planning: Proficiency 3/5
• Navigating difficult conversations: Proficiency 3/5
• Presentation development: Proficiency 3/5
• Data analysis & manipulation: Proficiency 2/5

Nice to Haves

• Consulting experience
• Experience as a utility player at a technology and/or impact start-up of <100 team members
• Workforce development experience
• Customer success or sales experience

Education

• Not specified