5-7 years in Customer Success or related SaaS role
Strong technical skills with SaaS platforms and CRM systems
Proficient in data analysis and troubleshooting
Familiarity with AI technologies in business processes
Consultative approach to customer relationships
Excellent communication skills for technical concepts
Strong organizational skills and proactive mindset
Responsibilities
Drive customer value and retention through product adoption
Demonstrate measurable customer success using analytics
Investigate and troubleshoot customer challenges
Optimize AI-powered workflows for efficiency
Provide strategic guidance to improve business operations
Proactively manage customer health to reduce churn
Collaborate with internal teams to enhance customer experience
Benefits
Attractive salary and benefits package
Fully remote work with flexible hours
Opportunities for career advancement
Comprehensive health, dental, and vision insurance
Generous PTO and paid holidays
Supportive team environment that values innovation
Opportunity to own equity in the company
Work on innovative AI-driven projects
Full Job Description
You Will:
Drive customer value and retention - Help customers maximize their investment in Fello by driving product adoption, improving utilization, and supporting long-term success.
Demonstrate measurable customer success - Leverage platform analytics, engagement metrics, and performance data to demonstrate ROI, identify opportunities for improvement, and reinforce the value of Fello.
Be a technical, solution-focused partner - Investigate customer challenges, troubleshoot platform issues, identify potential root causes, and drive solutions through resolution, collaborating with technical teams when needed.
Optimize AI-powered workflows - Help customers effectively leverage Fello's AI capabilities, automation, integrations, and platform configurations to improve efficiency and performance.
Provide strategic guidance and coaching - Understand customer business operations, identify process inefficiencies, and recommend practical changes that improve results.
Proactively manage customer health - Monitor adoption, engagement, and performance trends to identify risks early and implement strategies that reduce churn.
Collaborate and advocate - Partner with Product, Engineering, Support, and other internal teams to address customer needs, share actionable feedback, and improve the overall customer experience.
You Have:
Proven experience in Customer Success, Technical Account Management, Solutions Consulting, or a related customer-facing SaaS role.
Strong technical aptitude with hands-on experience navigating SaaS platforms, CRM systems, integrations, and automation technologies.
Analytical and troubleshooting skills, including the ability to investigate technical issues, identify root causes, and recommend effective solutions.
Familiarity with AI-powered technologies and their application in improving business processes and workflows.
The ability to interpret customer data, product analytics, and performance metrics to develop actionable recommendations.
A consultative approach to customer relationships, with the ability to understand business needs and influence positive outcomes.
Excellent communication skills, including the ability to explain technical concepts clearly to nontechnical audiences.
Strong organizational skills, a proactive ownership mindset, and the ability to manage competing priorities in a collaborative environment.
Preferred Qualifications:
Experience supporting AI-powered SaaS products, particularly within real estate technology or marketing automation.
Knowledge of real estate industry operations, sales workflows, and CRM best practices.
Experience troubleshooting software integrations, data synchronization, or automated workflows, with familiarity in tools such as Zapier, API Nation, and custom email domain configurations being a plus.
A demonstrated track record of improving customer retention, product adoption, or measurable business outcomes.
Our Benefits:
Competitive Compensation: Attractive salary and benefits package.
Flexible Work Environment: Fully remote work with flexible hours to promote work-life balance.
Professional Growth: Opportunities for career advancement and professional development.
Health & Wellness: Comprehensive health, dental, and vision insurance plans.
Paid Time Off: Generous PTO and paid holidays to recharge and relax.
Collaborative Culture: A supportive team environment that values innovation and collaboration.
Equity Options: Opportunity to own a part of Fello and share in our success.
Cutting-Edge Projects: Work on innovative products that leverage AI and advanced technologies.
