Customer Success Manager

Hi

We were waiting for you

We know these are busy days for everyone and that you have plenty of options, so thank you for taking the time to read this posting

**This is us, using AI to (truly) disrupt an entire industry**:
Started at **Stanford** by **Stanford** and Wharton/Google alums, FounderNest is an **AI-native** company that helps corporations around the world improve and streamline their market intelligence processes, including but not limited to:

- Helping them understand the taxonomy and dynamics of the spaces they are interested in.
- Mapping out all the players operating in those spaces.
- Getting unique insights in these areas (e.g. growth rate).
- Tracking what their competitors are doing in them.

Our core technology is built on real-time analytics and **Generative AI** running on private and public company data. We fuel our Natural Language Processing technology with +50M companies and +1.2B aggregated data points, allowing us to be 3x-5x better than alternatives.

We are proud to count amongst our customers some of the largest corporations worldwide.

This is the perfect time to join us

**‍**What you will do**:

- **Manage and own a portion of the enterprise client book**—ensure client satisfaction and retention by building strong relationships, identifying upsell and expansion opportunities, overseeing renewals, and serving as the primary point of contact.
- **Develop, execute, and iterate customer success plans** tailored to individual clients’ needs, goals, and challenges to maximize the value they derive from our SaaS platform.
- **Conduct regular check-ins** (including virtual meetings, reports, etc.) with clients to assess satisfaction, understand their evolving requirements, and identify areas for growth or improvement.
- **Monitor and drive product adoption** through onboarding, training, and ongoing engagement, while acting as a trusted advisor for best practices and strategy development.
- **Design and deliver business reviews** with senior leadership—using data, industry benchmarks and competitive intelligence to demonstrate ROI and next-steps.
- Work with the **Product and Sales teams** to ensure customer feedback is incorporated into product development and to collaborate on growth strategies.
- **Develop processes and strategies** to help the Head of Customer Success in scaling the customer success function as the business grows.
- You’ll join as the **second member** of our Customer Success team—partnering closely with the Head of Customer Success to shape our CS culture and processes.
- Collaborate directly with the Head of Customer Success and the executive team.

**What you will bring**:

- You have **3+ years** of **Customer Success** experience in a SaaS B2B company.
- You have **strong oral** and **written** communication skills in **English**.
- You possess **enterprise client management** experience and understand the nuances of engaging with large and complex organizations.
- You have **exceptional emotional intelligence,** you read rooms, build rapport quickly, and adapt your style to every stakeholder.
- You have experience in **customer retention**, **upselling**, and **expansion** within enterprise SaaS environments.
- You have a proactive, **customer-focused attitude**, and are skilled at problem-solving and relationship management.
- You are **adaptable, structured, and process-oriented.**:

- You are comfortable rolling up your sleeves and being a **foundational member** of a **growing team.**

**Bonus Points**:

- Experience at a **high-growth**, **mission-driven startup** serving enterprise clients, with experience managing a book of business and driving engagement.
- Familiarity with building or enhancing **customer success playbooks** and processes.
- You've been an early hire at a fast-growing start-up and have contributed to creating a **customer-centric culture**.
- **Proficiency in another language** (in addition to fluent English).

**About you**:

- You want to join an ambitious, **high-performing team** that dreams about **building something meaningful** and **impactful**.
- You **thrive** in a culture of **open**, **candid**, and **constructive** feedback taking place in all directions.
- You leave your **ego** behind to make sure you **accomplish** what is **best** for your team and your company.
- You are looking for an **exciting challenge**, and compensation is only one of many factors to assess this opportunity (don’t worry, our compensation is competitive).
- Your **words** and **commitments** are very important to you - you are **reliable**, **punctual**, and **don't drop the ball**.
- You embrace balance at work: you know when to go the **extra mile**, and when to **slow down**.
- You don't hesitate to take the **initiative** to **solve the problems** you identify without needing others to aks you to do so.

**️We are committed to you**:
**Personal & professional growth***:

- You will be a key part of a lean team that will suppor