Enterprise Customer Success Manager

About the job

Fountain’s Customer Success team

• Built relationships with some of the biggest brands in the world
• Trusted advisor focused on driving mutually successful outcomes and delivering ROI

What you’ll be doing

• 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
• Please expect to travel onsite for customer meetings 2-3x per quarter

What you should bring

• 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.
• 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

• 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

Benefits

• Health Insurance
• Dental Insurance
• Paid Time Off (PTO)
• Paid Holidays
• Sick Leave
• Remote Work
• Professional Development
• Parental Leave
• Vision Insurance

Salary Range

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

Benefits

• Health Insurance
• Dental Insurance
• Paid Time Off (PTO)
• Paid Holidays
• Sick Leave
• Remote Work
• Professional Development
• Parental Leave
• Vision Insurance

Equal Opportunity Employer

Fountain is proud to be an equal opportunity workplace. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.