Customer Success Manager, FutureFit

• Important note: Data shows that men typically apply when meeting 3/10 requirements, while women often wait until it's 10/10. We encourage you to apply if you see a strong (not necessarily perfect) fit
• Proven ability to manage customer relationships and build long-term trust with key stakeholders
• Track record of solving complex problems with structured thinking and a focus on outcomes
• Experience leading customer meetings and communicating clearly with executives, staff, and technical teams
• Background in managing multiple projects at once, keeping timelines, deliverables, and stakeholders aligned
• Exposure to strategic planning, connecting daily work to broader customer and business goals
• Experience handling sensitive conversations in a way that balances empathy with accountability
• Ability to create effective presentations that simplify complex ideas for a range of audiences

Desirable

• We’re seeking a Customer Success Manager (US) to join our team
• You will own a portfolio of customers, be accountable for their success with our platform, and help drive the retention and expansion of their contracts
• Build Deep Relationships: You'll develop and maintain strong relationships with key stakeholders in assigned customer accounts
• Act as a primary point of contact and build trust through timely and proactive communication
• Provide Comprehensive Support: Take ownership of key stages in the customer journey from implementation to ongoing support and success
• You will be instrumental in positioning your partnerships for renewal and expansion and work cross-functionally to achieve your objectives, leveraging support from teammates across Customer Success, Growth, Product, and Engineering
• Drive Platform Adoption: Provide guidance to customers to help them achieve their objectives while using our platform, whether they are looking to promote job seeker upskilling and employment, create capacity for workforce staff, help employers address talent shortages, or build more collaborative workforce ecosystems
• Cultivate Product Expertise: Develop a deep understanding of our products and stay updated on new features and enhancements
• Serve as a subject matter expert and provide guidance to customers on best practices, product utilization, and customization
• Host calls with customers to gather feedback on features and enhancements in development
• Identify Renewals and Upsell Opportunities: Proactively identify opportunities for customer renewals and upsells
• Work closely with the sales team to drive customer expansion and revenue growth
• Represent the Voice of the Customer: Play a vital role in shaping FutureFit AI's product roadmap and domain expertise by thoroughly understanding current and future customer requirements
• Advocate for customer needs and requirements internally, ensuring that their feedback is not only heard but also acted upon
• Our Tech Stack for Customer Success
• Product Comms: Intercom
• Internal Comms: Slack, Canny, Clarify, Miro
• Design: Lovable, Figma, Canva
• Analytics: Heap, Looker

• Online Application
• Initial Screen with Director of People & Culture
• Interview with Hiring Manager
• Performance Challenge
• Final 1:1 Interviews
• Final Decision