Customer Success Manager at Forethought

Austin, Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Artificial Intelligence, SaaS, Customer ServiceIndustries

Requirements

BA/BS degree or equivalent experience
Minimum of 5 years in customer-facing roles in SaaS
At least 3 years of experience in technical consulting, technical account management, or solutions engineering
Ideally, experience with AI/Machine Learning/NLP technologies
Familiarity with Helpdesks and CRMs like Zendesk, Salesforce, Kustomer, and others
Strong customer-centric mindset
Passion for solving problems and building meaningful relationships with customers
Customer success expertise and technical acumen

Responsibilities

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

Skills

Customer Success

Technical Enablement

Generative AI

Customer Support

Product Adoption

Account Expansion

Renewal Management

Client Relationships

Stakeholder Management

Forethought

AI-powered customer support automation platform

About Forethought

Forethought.ai focuses on enhancing customer support through artificial intelligence. Their main product, SupportGPT™, utilizes Large Language Models (LLMs) to understand and generate human-like text, allowing businesses to automate customer service tasks. This AI is trained on a company's specific data, making it tailored to their needs. It helps businesses in sectors like E-commerce, SaaS, and FinTech by quickly resolving common customer inquiries and directing more complex issues to the appropriate agents, which reduces resolution time and operational costs. Additionally, Forethought.ai offers Autoflows, a user-friendly tool for automating customer experience without the need for coding. This tool helps businesses optimize their customer service workflows and track performance. Forethought.ai aims to improve the efficiency and effectiveness of customer support for businesses looking to enhance their service operations.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$88.5MTotal Funding

SERIES_CCompany Stage

Consumer Software, Enterprise Software, AI & Machine LearningIndustries

51-200Employees

Benefits

Unlimited PTO

Hybrid work

Competitive salary + stock options

Competitive insurance plans

Parental leaves

Risks

OpenAI's 'Operator' agent poses a competitive threat to Forethought's solutions.

Rapid AI advancements by competitors increase pressure on Forethought to innovate.

Leadership transitions may pose internal restructuring challenges for Forethought.

Differentiation

Forethought uses LLMs to tailor AI support to specific business needs.

SupportGPT™ automates customer service, reducing costs and enhancing customer experience.

Autoflows offers no-code CX automation, simplifying implementation for businesses.

Upsides

Forethought recognized in Gartner's 2023 Cool Vendor report, boosting credibility.

AI-driven sentiment analysis tools improve customer service quality and understanding.

Integration with CRM systems enhances tracking and management of customer interactions.

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