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Enterprise Customer Success Manager

Forethought

This is a Full-time position in Austin, TX posted April 1, 2021.

Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought’s mission is to “enable everyone to be a genius at their job”.

We’re building AI-driven user experiences that embed information into employee workflows, starting with our AI solution for customer support teams: Agatha.Forethought has raised over $27M in VC funding from top-investors including Ashton Kutcher, Diddy, LL Cool J, New Enterprise Associates (NEA), and the CEOs of Robinhood, Front, and Carta.

In 2018, Forethought launched and won at TechCrunch Disrupt –
– the world’s most prestigious startup competition.We are tackling a growing $30B+ market, fueled by the global demand for automation, and we’re assembling a world-class team to help us get there (current team includes Harvard, MIT, Forbes 30 under 30, Shark Tank, etc.

alums).

We’re looking for a world-class Customer Success Manager to join our team to shape the future of customer experience for SaaS companies, where care is not only mandatory but also measurable.

ResponsibilitiesOwn renewal opportunities from start to finish, as our team is small and growing and achieve a low-bar of 85% renewal rateIdentify upgrade opportunities across the organization and work cross functionally to achieve a low-bar of 130% net retentionGuide our customers to achieve the highest value from Forethought’s products and servicesDevelop and thread relationships across the organization with at least five strong relationships with Director-level and higher individuals across your accountsCreate and deliver weekly to monthly reports to highlight customer successes and provide on-going recommendations for further optimizationAnalyze customer account trends and provide feedback to Forethought team to shape product development as well as to ensure our products continuously add value to customersConnect with customers via weekly/monthly meetings and regular business reviews to continue to better understand your customers and partner with them to solve problems, develop goals, and identify trendsBe the voice of the customer as you partner with engineering, marketing, product, and sales to deliver best-in-class customer experienceIdentify growth opportunities and work with the Sales teams to engage accounts and ultimately enter into a greater evaluation of the Forethought solutionEnsure effective onboarding and training for users of Forethought’s productsGet involved during the sales process to outline the experience they will have as a customer once they purchaseWho You Are (Skills)Empathetic: You are in-tune with how others around you are feeling, and you feel compelled to respond to those emotions in a way that makes them feel cared for Open and Effective Communicator: You’re a great listener and observer as well as a great deliverer of your messageRelationship Builder: You care about people beyond their job titles, and you want and can build a meaningful relationship with them for many years to comeData Minded: You’re able to collect, analyze, and make business recommendations with dataProduct Feedback: We’re a customer-centric company, which means our product roadmap is driven by customer feedback.

You’re able to track trends across customers to help the product team to continuously improve our current productsProject Manager: You are responsible for all renewals for your customers, so you need to be able to keep track of priorities to help customers derive the most value out of Forethought’s products and servicesTeam Player: You have a track record of collaboratively delivering results with cross-functional teamsHumble: Your customer instincts are matched by your low ego and willingness to problem-solve with othersProblem Solver: You’re a creative thinker who loves implementing simple and elegant solutions that solve real customer issuesWhat You’ll Need (Requirements)BA/BS degree7+ years in customer success/experience or customer-facing roles in SaaSAn interest in AI / Machine Learning / NLPStrong analytical and problem-solving skillsStrong verbal and written communication skillsAbility to analyze data, create insights, and present those findings to customers effectivelyBonus: You’ve had experience working in a customer-facing role in enterprise SaaSAustin, TX /Sales /Full Time

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