Head of Customer Success

4 weeks ago


Cleveland, Ohio, United States Fello Full time
About Fello:

Fello is a fast-growing company that empowers real estate agents and teams with innovative tools to thrive in today's industry.

Our marketing platform leverages AI to create an unparalleled engagement strategy.

We're looking for a dynamic leader to build and lead our Customer Success team, ensuring the achievement of individual and collective KPIs.

The ideal candidate will have a strategic mindset, exceptional interpersonal skills, and experience in managing customer success teams in a SaaS environment.

Responsibilities include:

  • Cultivating excellence by building and leading a world-class Customer Success team.
  • Enhancing retention by building strategic processes to drive higher renewal and expansion rates.
  • Building a team for scale by analyzing current data and processes to constantly improve our CS team.
  • Ensuring managers are properly assigning accounts, driving success, and providing an unrivaled client experience.
  • Collaborating with Marketing, Sales, Support, and Product teams to guarantee a frictionless customer onboarding experience and product adoption.
  • Driving customer journey enhancements for diverse market segments, increasing adoption, retention, and upsell prospects.
  • Embedding a culture obsessed with customer feedback to refine products and deepen loyalty.
  • Enabling and empowering the team by identifying and fulfilling training needs to maintain a high standard of customer service.
  • Serving as the go-to for critical client concerns and churn prevention.

Requirements include:

  • At least 5 years in leadership roles within the B2B SaaS sector, notably during high-growth phases.
  • A minimum of 7 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.

We offer a competitive salary with performance-based incentives, comprehensive health insurance, generous vacation policy, flexible work schedule, and professional development opportunities.



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