Customer Success Manager, Forethought
AI for customer support teams
Be an early applicant
AI for customer support teams
101-200 employees
Be an early applicant
101-200 employees
Company mission
To unlock human potential through artificial intelligence, starting with transforming customer service on the leading AI platform for customer-first experiences.
Role
Who you are
- Educational Requirement: BA/BS degree
- Experience: Minimum of 5 years in account management or customer success customer-facing roles in SaaS, ideally with experience in AI/Machine Learning/NLP
- A customer-centric mindset, attuned to the needs and expectations of customers
- Demonstrated ability to own and successfully manage renewals and maintain strong customer health
- Outstanding verbal and written communication abilities, with a knack for building lasting, meaningful customer relationships
- Strong capability in data analysis and insight generation
- Proven track record in managing complex customer projects, with a focus on prioritization and effective problem-solving
What the job involves
- Customer Advocate: Champion customer needs within Forethought, ensuring their feedback shapes our product and service strategies
- Accountable for Customer Health: Proactively monitor and manage customer health, identifying risks and opportunities, and implementing strategies to enhance customer satisfaction and longevity
- End-to-End Renewal Ownership: As the primary owner of the renewal process, you will be responsible for the entire lifecycle of customer renewals, from initial engagement to successful closure
- Growth Facilitator: Identify and pursue expansion opportunities within customer accounts, directly contributing to both customer and Forethought’s growth
- Technical Product Enablement: Provide and deliver product advice to customers, ensuring they extract maximum value from our AI solutions and improve their overall service experience
- Collaborative Leadership: Orchestrate internal and cross-functional teams, aligning efforts to support customer needs and facilitate seamless collaboration for optimal outcomes
- Analytical Minded: Regularly analyze customer usage data to identify trends, provide insights, and guide both customers and our product development team
Our take
Forethought is an innovative artificial intelligence platform, which builds and customizes agents that then manage enterprise workflows. Its main solution is Agatha, an intelligent machine learning-based assistant that plays an active role within customer support teams.
The service provided by the company makes it possible for businesses to reduce the workload of agents, while also responding to customer service tickets more rapidly. The platform is able to deliver useful information, which enables customers to resolve issues such as password resetting or changing account settings, without needing to involve customer service agents.
Driven by intelligent algorithms, Forethought recognizes gaps in the knowledge and documentation of companies, enabling them to improve their support operations and get better information to customers.
By 2024, consumer retail spend via chatbots will reach $142 billion globally. Forethought is well placed to grab a decent portion of this market, especially following the release of SupportGPT, the world's first generative AI platform for customer support, which the company built with the help of OpenAI's technology.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-18% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2021
$65m
SERIES C
Oct 2020
$17m
SERIES B
Total funding: $91m
Company benefits
- 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
- Hybrid work structure that allows you to choose where you get your best work done
- Competitive medical, dental, and vision coverage
- Paid maternity, paternity, & adoption leave
- Unlimited paid time off
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Deon Nicholas
(CEO)Mathematics and Computer Science at the University of Waterloo. Engineer at Facebook, Palantir, Dropbox and Pure Storage.
Sami Ghoche
(CTO)Former Senior Machine Learning Engineer at Linkedin and was a Teaching Fellow for CS108 at Harvard University.
Salary benchmarks
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