Open Roles Within Our Portfolio

Head of Customer Success



Customer Service, Sales & Business Development
Posted on Tuesday, November 7, 2023

About Us:

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!

About 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.

You Will:

  • 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.

You Have:

  • 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.

Our Benefits:

  • 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!