Customer Success Lead
WanderSalary not specified
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
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the salary for the Customer Success Manager position?
This information is not specified in the job description.
Is the Customer Success Manager role remote or hybrid?
This is a hybrid role.
What key skills are needed for the Customer Success Manager role?
The role requires customer success expertise, technical acumen with AI solutions, collaborative skills across teams, and the ability to provide technical guidance and lead scoping sessions.
What is the company culture like at Forethought?
Forethought fosters a collaborative environment with a world-class team, emphasizing customer advocacy, cross-functional teamwork, and innovation in AI-driven customer service solutions.
What makes a strong candidate for the Customer Success Manager position?
A strong candidate has a passion for solving problems, building customer relationships, customer success expertise, technical acumen, and experience guiding clients through adoption, expansion, and renewal.
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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