Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought is on a mission to make every touchpoint between humans and organizations faster and more intelligent. Forethought is a leading Generative AI company providing customer service solutions that transform the customer experience. Our products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly, predicting and prioritizing cases, and assisting agents with relevant knowledge-all from one AI platform.
Forethought has raised over $92M in VC funding from top investors including STEADFAST Capital Ventures, New Enterprise Associates (NEA), Ashton Kutcher and Guy Oseary's Sound Ventures and the CEOs of Robinhood, Carta, and Qualtrics. In 2018, Forethought launched and won at TechCrunch Disrupt-the world's most prestigious startup competition-and was featured in Forbes 30 Under 30. More recently, Forethought was listed as one of Forbes' Next Billion-Dollar Startups.
We are tackling a $30B+ market opportunity, and we’re assembling a world-class team to help us get there. We’re searching for a Customer Success Manager who has a passion for solving problems and building meaningful relationships with our valued customers.
What You'll Be Doing (Responsibilities):
- Customer Advocate: Champion customer needs within Forethought, ensuring their feedback shapes our product and service strategies.
- Accountable for Customer Health: Proactively monitor and manage customer health, identifying risks and opportunities, and implementing strategies to enhance customer satisfaction and longevity.
- End-to-End Renewal Ownership: As the primary owner of the renewal process, you will be responsible for the entire lifecycle of customer renewals, from initial engagement to successful closure.
- Growth Facilitator: Identify and pursue expansion opportunities within customer accounts, directly contributing to both customer and Forethought’s growth.
- Technical Product Enablement: Provide and deliver product advice to customers, ensuring they extract maximum value from our AI solutions and improve their overall service experience.
- Collaborative Leadership: Orchestrate internal and cross-functional teams, aligning efforts to support customer needs and facilitate seamless collaboration for optimal outcomes.
- Analytical Minded: Regularly analyze customer usage data to identify trends, provide insights, and guide both customers and our product development team.
Who You Are (Skills):
- Educational Requirement: BA/BS degree.
- Experience: Minimum of 5 years in account management or customer success customer-facing roles in SaaS, ideally with experience in AI/Machine Learning/NLP.
- A customer-centric mindset, attuned to the needs and expectations of customers.
- Demonstrated ability to own and successfully manage renewals and maintain strong customer health.
- Outstanding verbal and written communication abilities, with a knack for building lasting, meaningful customer relationships.
- Strong capability in data analysis and insight generation.
- Proven track record in managing complex customer projects, with a focus on prioritization and effective problem-solving.
