Customer Success Manager
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Job Description
Scaled Customer Success Manager at Fellow helping B2B accounts enhance software usage and retain customers. Managing relationships and maximizing product value through consultative selling.
Responsibilities:
- Own GRR and NRR targets for your book of business, proactively managing health scores and identifying risk signals before churn becomes a conversation
- Conduct regular business reviews (QBRs) to surface ROI, align on goals, and identify expansion opportunities across teams and departments
- Act as a Trusted Advisor - prescribing the right Fellow plan and configuration for each customer rather than taking an order-taker approach
- Identify and quickly route upsell opportunities to Account Executives, with warm context and timing that gives deals the best chance of closing
- Serve as the internal advocate for your customers: surfacing product feedback, escalating blockers, and collaborating with Product and Engineering to influence the roadmap
- Maintain accurate, detailed account notes in HubSpot so the broader team always has a clear picture of account health, opportunities, and risks
Requirements:
- 3+ years in a Customer Success, Account Management, or Implementation role at a B2B SaaS company
- Proven track record of hitting retention and expansion targets (GRR, NRR, or equivalent)
- Experience driving software adoption - especially in organizations with 10-200+ users - and translating product capabilities into tangible business outcomes
- Confident and persuasive communicator, comfortable running EBRs, executive conversations, and product demos
- Data-driven mindset: you use dashboards and usage analytics to prioritize your time and personalize your outreach
- Familiarity with tools like HubSpot, Intercom, or similar CRM/CS platforms
- A genuine curiosity about AI and enthusiasm for helping teams work smarter with new technology
- Bias for action and a high sense of urgency - you don't wait for accounts to come to you
Benefits:
- Competitive base salary benchmarked against industry standards and experience
- Quarterly performance bonuses up to $2,500, tied directly to KPI achievement (hit or miss structure)
- Remote-first culture with flexible working hours
- Access to Fellow Pro - use the product you sell every single day
- Collaborative, low-ego team that genuinely invests in your growth
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