Head of Customer Success

<h2>Job Description</h2><p>About Us:</p><p>Fello is in hyper-growth mode! We're on a mission to empower real estate agents and teams with the tools they need to thrive in today's industry. Our marketing platform leverages powerful AI to help create an unparalleled engagement strategy. If you're excited about creating a new category, and being part of a passionate team with a fresh take on real estate, we'd love to meet you!</p><h3>About You:</h3><p>You are a dynamic leader who thrives in early-stage environments. You are excited to be in the fast pace stage of a company and get energy from creating new processes and solutions. Your strategic mindset and exceptional interpersonal skills make you adept at building, inspiring, and developing a world-class CS team. You are well-versed in SaaS dynamics and excel at building strong relationships, both with your team and our clientele.</p><h3>You Will:</h3><ul><li>Cultivate Excellence: Build and lead an industry-best Customer Success team, ensuring the achievement of individual and collective KPIs.</li><li>Enhance Retention: Build strategic processes to drive higher renewal and expansion rates.</li><li>Build Team for Scale: Analyze current data and processes to constantly improve our CS team and create the framework for success at scale.</li><li>Strategic Management: Ensure managers are properly assigning accounts, driving success, and we provide an unrivaled client experience.</li><li>Collaborative Strategy: Work in tandem with Marketing, Sales, Support, and Product teams to guarantee a frictionless customer onboarding experience and product adoption.</li><li>Lifecycle Leadership: Drive customer journey enhancements for diverse market segments, increasing adoption, retention, and upsell prospects.</li><li>Customer-Centric Culture: Embed a culture obsessed with customer feedback to refine products and deepen loyalty.</li><li>Enablement and Empowerment: Identify and fulfill training needs to maintain a high standard of customer service.</li><li>Resolution Leadership: Serve as the go-to for critical client concerns and churn prevention.</li></ul><h3>You Have:</h3><ul><li>At least 5 years in leadership roles within the B2B SaaS sector, notably during high-growth phases.</li><li>A minimum of 7 years shaping customer success functions, with a strategic and hands-on approach to scaling such teams in a SaaS context.</li><li>Experience in managing customer success teams in a SaaS environment.</li><li>Experience identifying trends across the customer base and translating them into optimized processes.</li><li>Demonstrated ability in strategy development and operational execution.</li><li>Adept at building and nurturing relationships with key stakeholders and customers.</li><li>Strong analytical skills, with the ability to derive strategy from data.</li><li>An unwavering commitment to customer satisfaction and team success.</li><li>Real estate knowledge is a bonus, but not a prerequisite.</li></ul><h3>Our Benefits:</h3><ul><li>Competitive salary with performance-based incentives</li><li>Comprehensive health, dental, and vision insurance</li><li>Generous vacation policy and paid holidays</li><li>Flexible work schedule and remote work options</li><li>Professional development opportunities and ongoing training</li><li>Collaborative, supportive, and fun work environment</li></ul><p>Join our team as a Customer Success Manager and play a pivotal role in ensuring our real estate clients receive the support they need to excel in today's industry. Apply now and start making a real impact with Fello!</p>