Customer Success Manager

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Fellow.app

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

⚡ Productivity

🤖 Artificial Intelligence

💰 $24M Series A on 2021-10

SaaS • Productivity • Artificial Intelligence

Fellow. app is an advanced AI meeting assistant designed to streamline every aspect of the meeting process. The platform provides features like AI-enabled meeting transcription, action items organization, meeting agendas, and meeting minutes, all integrated with over 50 productivity tools such as Google, Slack, Asana, and Zoom. With an emphasis on enhancing productivity and collaboration, Fellow. app allows for seamless interaction before, during, and after meetings, catering to a wide range of organizational needs including team meetings, one-on-ones, and cross-functional sessions. The AI-driven tools aim to optimize meeting outcomes by helping teams stay organized, accountable, and aligned across various projects and objectives.

📋 Description

• Own GRR and NRR targets for your book of business, proactively managing health scores and identifying risk signals before churn becomes a conversation • Conduct regular business reviews (QBRs) to surface ROI, align on goals, and identify expansion opportunities across teams and departments • Act as a Trusted Advisor - prescribing the right Fellow plan and configuration for each customer rather than taking an order-taker approach • Identify and quickly route upsell opportunities to Account Executives, with warm context and timing that gives deals the best chance of closing • Serve as the internal advocate for your customers: surfacing product feedback, escalating blockers, and collaborating with Product and Engineering to influence the roadmap • Maintain accurate, detailed account notes in HubSpot so the broader team always has a clear picture of account health, opportunities, and risks

🎯 Requirements

• 3+ years in a Customer Success, Account Management, or Implementation role at a B2B SaaS company • Proven track record of hitting retention and expansion targets (GRR, NRR, or equivalent) • Experience driving software adoption - especially in organizations with 10-200+ users - and translating product capabilities into tangible business outcomes • Confident and persuasive communicator, comfortable running EBRs, executive conversations, and product demos • Data-driven mindset: you use dashboards and usage analytics to prioritize your time and personalize your outreach • Familiarity with tools like HubSpot, Intercom, or similar CRM/CS platforms • A genuine curiosity about AI and enthusiasm for helping teams work smarter with new technology • Bias for action and a high sense of urgency - you don't wait for accounts to come to you

🏖️ Benefits

• Competitive base salary benchmarked against industry standards and experience • Quarterly performance bonuses up to $2,500, tied directly to KPI achievement (hit or miss structure) • Remote-first culture with flexible working hours • Access to Fellow Pro - use the product you sell every single day • Collaborative, low-ego team that genuinely invests in your growth