Job description
Launched in 2018, Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents resolve billions of monthly support issues. The company has raised $115M+ in venture funding from top investors, including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures, G2 has recognized Forethought as a High Performer in 2024 and Mid-Market Leader, Best Est. ROI, and Easiest to Do Business With in Customer Support for 2025.
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.
As Customer Success Manager at Forethought, you will serve as the bridge between our customers, our internal teams, and the powerful AI solutions we provide. You will champion customer needs, ensuring that they are heard and reflected in the direction of our product and services, as well as directly work to deliver a viable solution. This hybrid role will leverage both your customer success expertise and technical acumen, enabling you to guide clients through the full lifecycle of their journey with us—from adoption, expansion, and renewal- as part of our Customer Success team.
What You’ll Be Doing (Responsibilities):
- Technical Product Enablement: Provide technical guidance to customers on our AI solutions, including demonstrating capabilities, advising on best practices, and helping customers integrate and maximize value.
- Solution Delivery & Scoping: Lead scoping sessions with customers to collect business requirements and work cross-functionally to ensure the delivery of the right technical solutions.
- Collaborative Leadership: Collaborate closely with internal teams (Sales, Implementation, Engineering, Product) to ensure smooth execution of customer solutions, from pre-sales to deployment.
- Thought Leadership: Become a trusted advisor, sharing knowledge and best practices to promote AI adoption and usage.
- Customer Advocate: Champion customer needs within Forethought, ensuring that customer feedback directly influences our product and service strategies.
- End-to-End Renewal Ownership: Take full ownership of the customer renewal process, from initial engagement to successful closure, ensuring high customer retention and satisfaction.
- Accountable for Customer Health: Monitor and manage customer health proactively, identifying risks, opportunities, and ensuring that customers derive maximum value from our AI solutions.
- Growth Facilitator: Identify and pursue expansion opportunities within customer accounts, working to drive both customer growth and Forethought’s overall business objectives.
- Data-Driven Insights: Regularly analyze customer usage data, identifying trends, and providing actionable insights that guide customers and inform our product development team.
Who You Are (Skills):
- Educational Requirement: BA/BS degree or equivalent experience.
- Experience: A minimum of 5 years in customer-facing roles in SaaS, with at least 3 years of experience in technical consulting, technical account management, or solutions engineering. Ideally, you have experience with AI/Machine Learning/NLP technologies and are familiar with Helpdesks and CRMS like Zendesk, Salesforce, Kustomer, and others.
- Customer-Centric Mindset: You possess a strong customer-first mentality and the ability to build lasting, meaningful customer relationships.
- Renewal & Retention Expertise: Demonstrated success in managing customer renewals, proactively ensuring customer health, and identifying expansion opportunities.
- Technical Acumen: Hands-on experience with web technologies (HTML, JavaScript), familiarity with APIs, and a deep understanding of AI, Machine Learning, and NLP concepts.
- Problem-Solving & Analytical Skills: You excel in analyzing data, identifying trends, and deriving insights that drive customer satisfaction and product development.
- Strong Communication Skills: Exceptional verbal and written communication abilities, capable of presenting technical concepts to both technical and non-technical stakeholders.
- Collaboration: Experience working with cross-functional teams, including Sales, Engineering, Product, and Implementation.
- SaaS Experience: Familiarity with the software/SaaS sales cycle, and experience working with helpdesk or customer service technologies is preferred.
What You Get:
- A chance to be an early member of a hyper-growth startup with equity to match
- An opportunity to help us define a new market within AI
- Ability to solve challenging problems with a world-class team
- A low ego company culture that is obsessed with feedback and helping each other grow
- A distributed team, with a flexible approach to work that allows you to choose how you best work
- Health Insurance
- Paid maternity, paternity & parental leave
- Company wide wellness days
