Manager, Customer Success

About the Company

Fello is a fast-scaling, profitable, venture-backed B2B SaaS business creating an AI operating system for relationship-led growth. Its platform blends data intelligence, marketing automation, and conversational AI to help companies engage more effectively, act faster, and scale with less friction. The product is designed to convert complex information into clear, intelligent actions by automating tasks from outreach through follow-up.

Rather than functioning as just another software tool, Fello acts as the system that helps other tools work together, learning from activity, adapting quickly, and executing in real time so teams can stay focused on growth instead of manual guesswork.

If you are energized by helping build the foundation of an AI-powered product that is reshaping how professionals work, this role may be a strong fit.

Role Overview

As Manager of Customer Success, you will lead a team of Customer Success Managers and take ownership of revenue performance, retention results, and the operating discipline for your portfolio. Reporting to the VP of Customer Success, this role requires both strategic thinking and hands-on execution. You will be expected to create scalable playbooks, forecast accurately, and develop a high-performing team that drives measurable customer outcomes.

This is an early-build role, not a steady-state maintenance position. The Customer Success function is being shaped for the journey from $25M to $100M+ in ARR, and your work will help define the systems, coaching, and performance standards needed to get there. If you are comfortable in ambiguity, move quickly, and see Customer Success as a direct revenue driver, this opportunity is likely aligned with your strengths.

Key Responsibilities

• Take ownership of gross and net retention forecasting for your segment, including renewal execution, expansion pipeline management, and churn reduction, while being fully accountable for NRR and GRR targets. Present weekly forecast and risk updates to Customer Success and Revenue leadership.
• Design, test, and roll out repeatable playbooks for product adoption, health-based intervention, expansion, and renewals. Work iteratively and improve based on evidence rather than waiting for perfection.
• Recruit, coach, and manage a team of Customer Success Managers across your portfolio. Run structured 1:1s, pipeline reviews, and call coaching, and maintain a high standard for strategic account management.
• Partner with CSMs to uncover and close upsell and cross-sell opportunities across the multi-product platform, including AiOS, AI agents such as Felix, and data enrichment. Build clear business cases and make expansion a natural part of every customer conversation.
• Set up and manage customer health scoring, escalation paths, and early warning systems. Use platform data, engagement indicators, and product usage patterns to shift from reactive issue handling to proactive account management.
• Integrate AI and automation into day-to-day CS workflows, from identifying risk to sending personalized outreach at scale, while preserving the quality of the customer experience.
• Work closely with Product and Onboarding to improve feature adoption and in-app experiences. Coordinate with Marketing on advocacy, case studies, and lifecycle campaigns, and align with Sales on handoff quality and expansion strategy.
• Build strong operating discipline through reporting cadences, dashboards, and data-quality standards so the team can work with speed and transparency.

Candidate Profile

You should bring strong Customer Success experience from a B2B SaaS environment, along with leadership exposure and a track record of improving commercial outcomes. The right person has likely worked in a fast-growing company and understands how to build processes, not just keep existing ones running.

You should be comfortable owning revenue-related metrics, building accurate forecasts, developing people, and creating scalable systems. The role also calls for comfort with data, tooling, executive communication, and direct customer interaction.

Requirements

• At least 5 years of Customer Success experience in B2B SaaS, including at least 2 years in a leadership role such as people management, team leadership, or senior individual contributor work that involved mentoring CSMs and driving cross-functional initiatives.
• Proven responsibility for commercial outcomes such as NRR, GRR, expansion ARR, or similar performance metrics, with a clear ability to explain both results and the levers used to achieve them.
• Practical experience building and managing retention and expansion forecasts, including a solid understanding of pipeline dynamics and early identification of account risk.
• A history of hiring, onboarding, coaching, and developing CSMs, along with experience creating performance frameworks and making difficult personnel decisions when necessary.
• Experience creating Customer Success playbooks from the ground up and thinking in terms of repeatable systems and scale.
• Comfort working with CS systems and analytics tools such as Gainsight, Vitally, HubSpot, or similar platforms, as well as health-score models and BI tools.
• Exposure to high-volume customer environments where efficiency matters and where both tech-touch and high-touch motions must work together.
• Interest in using AI and automation to improve Customer Success efficiency and outcomes, with bonus value placed on any prior AI workflow implementation in a CS setting.
• Ability to operate both strategically and tactically: presenting to executives, joining customer conversations, solving process gaps, and building dashboards when needed.
• Experience in real estate or a related industry is preferred but not mandatory; familiarity with relationship-driven, high-volume transactional business models is considered a plus.

Benefits

• Competitive pay and benefits package.
• Fully remote setup with flexible scheduling to support work-life balance.
• Room for career progression and ongoing professional development.
• Comprehensive medical, dental, and vision coverage.
• Generous paid time off and paid holidays.
• Supportive, collaborative team culture focused on innovation.
• Equity opportunities that allow you to share in the company’s growth.
• Opportunity to work on forward-looking AI-powered products and technologies.

Additional Information

This role is fully remote and based in the United States.