Enterprise Customer Success Manager

About the role

Join our growing team of highly collaborative, ambitious, and forward-thinking Fountaineers as we empower our hundreds of customers and millions of frontline workers around the world.

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
• 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
• Interact with clients via email and zoom to gather project requirements, communicate strategies, report back the tracking milestones and success, and manage budgetary allowances
• Provide training and insights on how to optimize their usage of Fountain
• Provide hiring and workforce management industry insights and best practices
• Help your customers evolve their recruiting strategies, processes, and workflows
• Be a strategic partner and thought leader for your customers
• Be a change management champion by helping your customers evolve their recruiting strategies, processes, and workflows

Requirements

• 8+ years in a customer-facing role (with at least 2 years in SaaS), with a preference of Enterprise Customer experience
• A background in customer success and/or account management, developing holistic strategies to guide complex organizations towards measurable business outcomes
• Experience with project management and 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
• Familiarity 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 have: 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

Skills

• Comfort with AI-assisted workflows
• Experience with tools such as Claude, ChatGPT, Notion AI, or similar platforms
• Experience with the Fountain cross-platform Agent: Cue

Benefits

• Competitive health plans
• Retirement plan
• Flexible vacation policy
• Paid holidays
• Monthly lunch stipends
• Annual allowances for ongoing education related to your profession and career advancement
• Home office, cell phone, and wellness reimbursements

Pay

$80,000 - $110,000K USD + bonus, depending on location and experience.

Schedule

Even if you do not meet all the requirements above, we still encourage you to apply for this position. While we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points.