Enterprise Customer Success Manager

About the Company

When you join the Fountain team, you become part of the leading enterprise solution for frontline workforce management. Fountain’s automated, customizable platform provides a seamless applicant experience for workers, while ensuring organizations can scale and manage their frontline talent. We’ve helped hundreds of companies like UPS, CLEAR, Stitch Fix, GoPuff, Fetch, and sweetgreen to hire, onboard, and manage over 14 million workers in more than 75 countries. In 2022, we closed $185M in our Series C, led by SoftBank and B Capital.

About the Role

As an Enterprise Customer Success Manager at Fountain, you will build relationships with some of the biggest brands in the world. You are a trusted advisor focused on driving mutually successful outcomes and delivering ROI. Our team’s mission is to drive outsized outcomes and build, deepen, and grow relationships with our customers by:

• Understanding their current and future business goals and challenges
• Leveraging our recruiting and technology expertise to share insights and best practices
• Communicating the value of these solutions to their team and executives

Responsibilities

• Self-sufficient management of 5-15 Enterprise accounts
• Actively ensure there is a clear roadmap and account plan for your strategic accounts to drive long-term account growth and success
• Support and enable customers with regular executive touchpoints and develop meaningful relationships to optimize product adoption and customer value
• Represent the customer voice with internal product roadmap decisions
• Ensure customer wellbeing by monitoring customer health, driving customer adoption, driving KPI improvement, and acting as an escalation point for customer issues
• Develop data-driven QBRs and account plans for customers that outline critical customer goals, metrics for success, potential issues, and provide best practices and recommendations
• Be a strategic partner and thought leader for your customers by providing hiring and workforce management industry insights and best practices
• Be a change management champion by helping your customers evolve their recruiting strategies, processes, and workflows
• Provide training and insights on how to optimize their usage of Fountain
• Interact with clients via email and Zoom to gather project requirements, communicate strategies, report back tracking milestones and success, and manage budgetary allowances
• Create, outline, and maintain updates on project plans, document milestones, manage the budget, and contribute to client success stories
• Collaborate with internal teams (sales, product, engineering, marketing), advocating on behalf of your customers
• Use your insights and innovations working with customers to lead team projects which improve the experience for all customers
• Travel onsite for customer meetings 2-3 times per quarter

Requirements

• 8+ years in a customer-facing role (with at least 2 years in SaaS), with a preference for Enterprise Customer experience
• A background in customer success and/or account management, developing holistic strategies to guide complex organizations towards measurable business outcomes
• Project management as a strength and experience leveraging internal resources and stakeholders to execute against deadlines within a complex organization
• Experience with executive stakeholder relationship management up to C-level
• Strong attention to detail, effective time management, and organizational abilities
• Familiar with concepts revolving APIs and integrations
• Curious, eager to learn the industry and product
• Strategic thinker with a knack for identifying creative solutions
• Proven ability to operate effectively in a fast-paced environment and adapt quickly to change
• Demonstrated ability to quickly learn new technologies and reporting platforms
• Strong analytical skills, preferably with experience using Looker

Nice to Haves

• Understanding of key CS concepts such as customer journey, milestones, handoffs, escalations, churns, and maintaining a book of business
• Experience handling renewal conversations and commercials

How We Use AI on This Team

At Fountain, we believe Agentic AI is a force multiplier for customer success teams. The Enterprise CSM role is expected to actively use Agentic AI tools to work smarter, not just faster. Here is what that looks like in practice:

• Meeting efficiency: Use AI to transcribe, summarize, and extract action items from customer and internal calls, reducing manual note-taking and ensuring nothing falls through the cracks
• Project documentation: Draft status reports, risk summaries, and stakeholder updates with AI assistance, then refine for accuracy and tone before distributing
• Workstream visibility: Apply AI tools to synthesize activity across multiple concurrent projects and flag potential timeline conflicts or blockers proactively
• Data Analysis: Using AI to analyze and synthesize customer data into actionable reports; and delivering meaningful metric-backed recommendations
• Knowledge management: Leverage AI to help maintain and improve playbooks, ensuring documentation stays current as processes evolve

Comfort with AI-assisted workflows is expected. Experience with tools such as Claude, ChatGPT, Notion AI, or similar platforms is a plus. We are also strong users of the Fountain cross-platform Agent: Cue.

Pay

Salary Range: $100,000 - $120,000 USD + bonus, depending on location and experience.

Benefits

• Competitive health plans and a retirement plan (U.S. employees)
• Flexible vacation policy and paid holidays
• Monthly lunch stipends
• Annual allowances for ongoing education related to your profession and career advancement
• Home office, cell phone, and wellness reimbursements
• In-person team meetings and an annual company-wide gathering

Fountain is a global employer, so some benefit offerings will vary from country to country.