Customer Success Manager, Forethought
AI for customer support teams
Open for applications
AI for customer support teams
101-200 employees
Open for applications
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
- We’re searching for a Customer Success Manager who has a passion for solving problems and building meaningful relationships with our valued customers
- 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 the job involves
- As Customer Success Manager at Forethought, you will serve as the bridge between our customers, our internal teams, and the powerful AI solutions we provide
- You will champion customer needs, ensuring that they are heard and reflected in the direction of our product and services, as well as directly work to deliver a viable solution
- This hybrid role will leverage both your customer success expertise and technical acumen, enabling you to guide clients through the full lifecycle of their journey with us—from adoption, expansion, and renewal- as part of our Customer Success team
- 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
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.
In 2024, consumer retail spending via chatbots reached $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
Financial District, San Francisco, CA
Leadership
Deon Nicholas
(President, Executive Chairman & Co-Founder)Mathematics and Computer Science at the University of Waterloo. Engineer at Facebook, Palantir, Dropbox and Pure Storage.
Sami Ghoche
(CEO & Co-Founder)Former Senior Machine Learning Engineer at Linkedin and was a Teaching Fellow for CS108 at Harvard University.
Salary benchmarks
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