Forethought

Customer Success Manager

Canada

Remote

Full Time

#Customer Success

#Data Analysis

#Machine Learning

#SaaS

#AI

Forethought is looking for a Customer Success Manager

Full Time Mid-Level Remote Canada Customer Success Data Analysis Machine Learning SaaS AI English Remote work

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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Customer Success Manager at Forethought