Customer Success Manager
Remote CanadaFull-TimeManagerSupport / Customer Success
Intro
- Launched in 2018, Forethought offers the world’s most advanced AI agents for CX — enterprise-ready and built for every customer moment. Handling billions of monthly interactions for leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents think, act, and improve — delivering better customer experiences and scalable business impact.
We are tackling a $400B+ market opportunity, and we’re assembling a world-class team to help us get there. We’re searching for a Customer Success Manager who has a passion for solving problems and building meaningful relationships with our valued customers.
- 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.
- Educational Requirement: BA/BS degree or equivalent experience.
- Experience: A minimum of 5 years in customer-facing roles in SaaS, with at least 3 years of experience in technical consulting, technical account management, or solutions engineering. Ideally, you have experience with AI/Machine Learning/NLP technologies and are familiar with Helpdesks and CRMS like Zendesk, Salesforce, Kustomer, and others.
- Customer-Centric Mindset: You possess a strong customer-first mentality and the ability to build lasting, meaningful customer relationships.
- Renewal & Retention Expertise: Demonstrated success in managing customer renewals, proactively ensuring customer health, and identifying expansion opportunities.
- Technical Acumen: Hands-on experience with web technologies (HTML, JavaScript), familiarity with APIs, and a deep understanding of AI, Machine Learning, and NLP concepts.
- Problem-Solving & Analytical Skills: You excel in analyzing data, identifying trends, and deriving insights that drive customer satisfaction and product development.
- Strong Communication Skills: Exceptional verbal and written communication abilities, capable of presenting technical concepts to both technical and non-technical stakeholders.
- Collaboration: Experience working with cross-functional teams, including Sales, Engineering, Product, and Implementation.
- SaaS Experience: Familiarity with the software/SaaS sales cycle, and experience working with helpdesk or customer service technologies is preferred.
What You Get
- A chance to be an early member of a hyper-growth startup with equity to match
- An opportunity to help us define a new market within AI
- Ability to solve challenging problems with a world-class team
- A low ego company culture that is obsessed with feedback and helping each other grow
- A distributed team, with a flexible approach to work that allows you to choose how you best work
- Health Insurance
- Paid maternity, paternity & parental leave
- Company wide wellness days
