Forethought
Customer Success Manager
Remote
Full Time
#Customer Success
#Data Analysis
#Machine Learning
#SaaS
#AI
Forethought is looking for a Customer Success Manager
We are building AI-powered customer service solutions for a $30B+ market and are looking for a Customer Success Manager who enjoys solving problems and strengthening long-term customer relationships.
Responsibilities
- Act as the voice of the customer inside the company and ensure their input influences product and service decisions.
- Track customer health metrics, spot risks early, and put plans in place that improve satisfaction and retention.
- Own the full renewal cycle, guiding each account from the first outreach through to a signed renewal.
- Spot expansion opportunities within existing accounts and work with customers to grow adoption of our AI platform.
- Deliver product guidance that helps customers get the most value from our solutions and elevates their support experience.
- Coordinate internal teams across functions so every customer request receives a unified, timely response.
- Review usage data on a regular basis, surface trends, and share findings that shape both customer strategy and product direction.
Must-haves
- BA/BS degree.
- At least five years of experience in customer success or other customer-facing roles within SaaS.
- Hands-on familiarity with AI, machine learning, or natural language processing solutions.
- Customer-first mindset with a record of managing renewals and keeping accounts healthy.
- Clear, confident verbal and written communication skills that support lasting customer relationships.
- Strong data-analysis skills and the ability to turn findings into actionable insights.
- Experience leading complex customer projects while prioritizing effectively and solving problems quickly.
- Professional fluency in English.
Nice-to-haves
- Prior work with AI or machine-learning products beyond basic familiarity.
Benefits
- Fully remote work arrangement.
Forethought
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