Customer Success Manager

Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought is on a mission to make every touchpoint between humans and organizations faster and more intelligent. Forethought is a leading Generative AI company providing customer service solutions that transform the customer experience. Our products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly, predicting and prioritizing cases, and assisting agents with relevant knowledge-all from one AI platform.

Forethought has raised over $90M+ in venture capital from top investors including NEA, Sound Ventures, and Operator Collective. The company launched and won at TechCrunch Disrupt in 2018, was featured in Forbes 30 Under 30, and was recently recognized by G2 as a 2024 High Performer and Mid-Market Leader in Customer Support, as well as being awarded Best Est. ROI, and Easiest to do Business With in Customer Support for 2025.

We are tackling a $30B+ market opportunity, and we’re assembling a world-class team to help us get there. We’re searching for a Customer Success Manager who has a passion for solving problems and building meaningful relationships with our valued customers.

As Customer Success Manager at Forethought, you will serve as the bridge between our customers, our internal teams, and the powerful AI solutions we provide. You will champion customer needs, ensuring that they are heard and reflected in the direction of our product and services, as well as directly work to deliver a viable solution. This hybrid role will leverage both your customer success expertise and technical acumen, enabling you to guide clients through the full lifecycle of their journey with us—from adoption, expansion, and renewal- as part of our Customer Success team.

• Technical Product Enablement : Provide technical guidance to customers on our AI solutions, including demonstrating capabilities, advising on best practices, and helping customers integrate and maximize value.


• Solution Delivery & Scoping : Lead scoping sessions with customers to collect business requirements and work cross-functionally to ensure the delivery of the right technical solutions.


• Collaborative Leadership : Collaborate closely with internal teams (Sales, Implementation, Engineering, Product) to ensure smooth execution of customer solutions, from pre-sales to deployment.


• Thought Leadership : Become a trusted advisor, sharing knowledge and best practices to promote AI adoption and usage.


• Customer Advocate : Champion customer needs within Forethought, ensuring that customer feedback directly influences our product and service strategies.


• End-to-End Renewal Ownership : Take full ownership of the customer renewal process, from initial engagement to successful closure, ensuring high customer retention and satisfaction.


• Accountable for Customer Health : Monitor and manage customer health proactively, identifying risks, opportunities, and ensuring that customers derive maximum value from our AI solutions.


• Growth Facilitator : Identify and pursue expansion opportunities within customer accounts, working to drive both customer growth and Forethought’s overall business objectives.


• Data-Driven Insights : Regularly analyze customer usage data, identifying trends, and providing actionable insights that guide customers and inform our product development team.

Who You Are (Skills):

• Educational Requirement : BA/BS degree or equivalent experience.


• Experience : A minimum of 5 years in customer-facing roles in SaaS, with at least 3 years of experience in technical consulting, technical account management, or solutions engineering. Ideally, you have experience with AI/Machine Learning/NLP technologies and are familiar with Helpdesks and CRMS like Zendesk, Salesforce, Kustomer, and others.


• Customer-Centric Mindset : You possess a strong customer-first mentality and the ability to build lasting, meaningful customer relationships.


• Renewal & Retention Expertise : Demonstrated success in managing customer renewals, proactively ensuring customer health, and identifying expansion opportunities.


• Technical Acumen : Hands-on experience with web technologies (HTML, JavaScript), familiarity with APIs, and a deep understanding of AI, Machine Learning, and NLP concepts.


• Problem-Solving & Analytical Skills : You excel in analyzing data, identifying trends, and deriving insights that drive customer satisfaction and product development.


• Strong Communication Skills : Exceptional verbal and written communication abilities, capable of presenting technical concepts to both technical and non-technical stakeholders.


• Collaboration : Experience working with cross-functional teams, including Sales, Engineering, Product, and Implementation.


• SaaS Experience : Familiarity with the software/SaaS sales cycle, and experience working with helpdesk or customer service technologies is preferred.