Head of Customer Success
Fello is a fast-growing, VC-backed startup on a mission to empower real estate agents and teams with the tools they need to thrive in today's industry. We're revolutionizing the real estate landscape by providing cutting-edge technology and solutions designed to help agents succeed. Our platform is tailor-made for real estate professionals, and our team is made up of industry experts and innovators. If you're excited about being part of a growing team with a fresh take on real estate, we'd love to meet you!
You are a dynamic leader who thrives in early-stage environments. Your hands-on approach means you're not afraid to roll up your sleeves, serving as a player-coach to inspire and direct your team. You are excited to be in the building stage of a company and get energy from creating new processes and solutions. Your strategic mindset and exceptional interpersonal skills make you adept at guiding teams and developing client relationships. You are well-versed in SaaS dynamics and excel at forging partnerships, both with your team and our clientele.
- Cultivate Excellence: Build and lead a stellar Customer Success team, fostering their growth and ensuring the achievement of individual and collective KPIs.
- Enhance Retention: Strategize and execute plans that not only retain talent but also ensure our clients' continual subscription renewal and business expansion.
- Innovate Proactively: Analyze business indicators to predict and solidify the future of our SaaS offerings.
- Strategic Management: Take charge of key accounts, demonstrating leadership that balances direct involvement with strategic delegation.
- Collaborative Strategy: Work in tandem with Support and Product teams to guarantee a frictionless customer onboarding experience and product adoption.
- Lifecycle Leadership: Drive customer journey enhancements for diverse market segments, increasing adoption, retention, and upsell prospects.
- Customer-Centric Culture: Embed a culture obsessed with customer feedback to refine products and deepen loyalty.
- Enablement and Empowerment: Identify and fulfill training needs to maintain a high standard of customer service.
- Hands-On Understanding: Initially, manage a selection of accounts to gain a firsthand understanding of the customer success process at Fello.
- Resolution Leadership: Serve as the go-to for critical client concerns and churn prevention.
- At least 5 years in leadership roles within the B2B SaaS sector, notably during company growth phases.
- A minimum of 5 years shaping customer success functions, with a strategic and hands-on approach to scaling such teams in a SaaS context.
- Experience in managing customer success teams in a SaaS environment.
- Experience identifying trends across the customer base and translating them into optimized processes.
- Demonstrated ability in strategy development and operational execution.
- Adept at building and nurturing relationships with key stakeholders and customers.
- Strong analytical skills, with the ability to derive strategy from data.
- An unwavering commitment to customer satisfaction and team success.
- Real estate knowledge is a bonus, but not a prerequisite.
- Competitive salary with performance-based incentives
- Comprehensive health, dental, and vision insurance
- Generous vacation policy and paid holidays
- Flexible work schedule and remote work options
- Professional development opportunities and ongoing training
- Collaborative, supportive, and fun work environment
Join our team as a Customer Success Manager and play a pivotal role in ensuring our real estate clients receive the support they need to excel in today's industry. Apply now and start making a real impact with Fello!