Customer Success Manager

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    "datePosted": "2026-05-27",
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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">About Fellow</span></p>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Fellow is the AI-powered meeting management platform built for modern teams. We help organizations run more effective one-on-ones, team meetings, and cross-functional conversations - all in one place. From collaborative agendas and real-time note-taking to AI-generated recaps and action item tracking, Fellow makes every meeting matter.</span></p>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">We're a remote-first team driven by a simple belief: great meetings create great companies. As we scale our customer base, we're looking for a Scaled Customer Success Manager who can help our customers unlock the full value of Fellow - and keep them coming back.</span></p>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">The Role</span></p>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">As a Customer Success Manager at Fellow, you'll own the post-sale relationship for a portfolio of B2B accounts. You'll guide customers through onboarding, drive meaningful product and AI adoption, expand revenue within your book of business, and fight hard to retain every account you touch. This is a high-impact role at the intersection of customer advocacy, data-driven outreach, and consultative selling.</span></p>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">What You'll Do</span><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Retention &amp; Expansion</span></p>\n<ul>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Own GRR and NRR targets for your book of business, proactively managing health scores and identifying risk signals before churn becomes a conversation</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Conduct regular business reviews (QBRs) to surface ROI, align on goals, and identify expansion opportunities across teams and departments</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Act as a Trusted Advisor - prescribing the right Fellow plan and configuration for each customer rather than taking an order-taker approach</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Identify and quickly route upsell opportunities to Account Executives, with warm context and timing that gives deals the best chance of closing</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Voice of the Customer</span></p>\n<ul>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Serve as the internal advocate for your customers: surfacing product feedback, escalating blockers, and collaborating with Product and Engineering to influence the roadmap</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Maintain accurate, detailed account notes in HubSpot so the broader team always has a clear picture of account health, opportunities, and risks</span></li>\n</ul>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">What We're Looking For</span></p>\n<ul>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">3+ years in a Customer Success, Account Management, or Implementation role at a B2B SaaS company</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Proven track record of hitting retention and expansion targets (GRR, NRR, or equivalent)</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Experience driving software adoption - especially in organizations with 10-200+ users - and translating product capabilities into tangible business outcomes</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Confident and persuasive communicator, comfortable running EBRs, executive conversations, and product demos</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Data-driven mindset: you use dashboards and usage analytics to prioritize your time and personalize your outreach</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Familiarity with tools like HubSpot, Intercom, or similar CRM/CS platforms</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">A genuine curiosity about AI and enthusiasm for helping teams work smarter with new technology</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Bias for action and a high sense of urgency - you don't wait for accounts to come to you</span></li>\n</ul>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"color: #1e3a5f; font-family: Arial,sans-serif; font-size: 18pt; font-weight: bold\">Nice to Have</span></p>\n<ul>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Experience at an SLG (Sales-Led Growth) company where you've worked across self-serve and sales-assisted motions</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Background in productivity, collaboration, or workflow tooling (meeting software, project management, note-taking, etc.)</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Experience with reboarding or re-engagement campaigns for dormant or low-adoption accounts</span></li>\n</ul>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"color: #1e3a5f; font-family: Arial,sans-serif; font-size: 18pt; font-weight: bold\">Compensation &amp; Benefits</span></p>\n<ul>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Competitive base salary benchmarked against industry standards and experience</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Quarterly performance bonuses up to $2,500, tied directly to KPI achievement (hit or miss structure)</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Remote-first culture with flexible working hours</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Access to Fellow Pro - use the product you sell every single day</span></li>\n<li><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">Collaborative, low-ego team that genuinely invests in your growth</span></li>\n</ul>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"color: #1e3a5f; font-family: Arial,sans-serif; font-size: 18pt; font-weight: bold\">How We Work</span></p>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">At Fellow, Customer Success is a revenue-generating function - not just a support team. We believe the best CSMs are part coach, part consultant, and part advocate. We practice Human-to-Human interactions over templated macros, we move fast, and we hold ourselves to high standards.</span></p>\n<p><span style=\"color: rgb(26, 26, 46); font-family: Arial, sans-serif; font-size: 10pt\">You'll work closely with Sales, Product, and Support, and you'll have a direct line to leadership when it matters. This is a role for someone who wants to own their outcomes, make a real impact on customers' working lives, and grow as the company grows.</span></p>",
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