Scaled Customer Success Manager

About Fello:

Fello is a profitable, hyper-growth, VC-backed B2B SaaS company building the AI Operating System for relationship-driven growth. Our platform combines data intelligence, marketing automation, and conversational AI to help businesses engage smarter, move faster, and scale effortlessly. We turn complex data into simple, intelligent actions — automating everything from outreach to follow-up.

Fello isn’t another tool in the stack. It’s the system that powers them, learning, adapting, and executing in real time so professionals can focus on growth, not guesswork. If you’re fired up about building the backbone of an AI-driven product that’s changing how professionals work, you’ll fit right in.

About You:

Fello is building a scaled Customer Success motion to support a rapidly growing base of SMB customers. As a Scaled Customer Success Manager, you will own digital lifecycle engagement for a high-volume portfolio - designing and operating programs that drive product adoption, retention, and expansion at scale.

This is not a traditional 1:1 account management role. You’ll build automation-first systems, run lifecycle experiments, and use data to help thousands of customers onboard, activate, and grow with Fello.

You Will:

• Digital Lifecycle Programs: Design and operate Fello’s 1-to-many Customer Success motion across the full customer journey - onboarding, activation, adoption, renewal readiness, and expansion. Engagement channels include lifecycle email, in-product messaging, webinars, and self-serve education resources.
• Product Adoption & Customer Value: Analyze product usage signals to identify friction in the customer journey. Design programs that drive adoption of key product capabilities and help customers realize value faster.
• Digital Onboarding: Own scalable onboarding experiences focused on time-to-value. Build self-serve onboarding journeys, activation campaigns, and educational assets for new customers.
• Lifecycle Optimization: Continuously improve lifecycle engagement through experimentation. Run A/B tests across customer cohorts, analyze performance data, and iterate playbooks based on results.
• Customer Health & Retention: Monitor scaled customer health using product and engagement signals. Trigger automated interventions and design proactive programs that reduce churn risk.
• Expansion Programs: Identify and execute scalable expansion opportunities through lifecycle campaigns - including upgrade prompts, feature adoption pushes, and value-based education.
• Cross-Functional Collaboration: Partner with Product, Marketing, Sales, and RevOps to surface customer friction, improve lifecycle content, and support expansion opportunities.

Success Metrics:

• Activation rate for new customers
• Time-to-first value
• Adoption of core product capabilities
• Customer engagement health
• Gross retention within the scaled segment
• Lifecycle program performance

You Have:

• 4–6+ years in Customer Success, Lifecycle Marketing, Growth, or Customer Operations in SaaS
• Experience supporting high-volume customer portfolios (500+ accounts)
• Hands-on experience designing or operating 1-to-many Customer Success programs
• Strong analytical mindset with comfort working in product usage and customer data
• Familiarity with lifecycle automation and customer engagement tools (HubSpot, Gainsight, Intercom, or similar)
• Systems-builder mindset - you design playbooks and programs, not just reactive outreach
• Excellent written communication skills for digital engagement
• Experience with AI-enabled platforms or marketing automation is a plus
• Real estate industry experience is a plus

Our Benefits:

• Competitive Compensation: Attractive salary and benefits package.
• Flexible Work Environment: Fully remote work with flexible hours to promote work-life balance.
• Professional Growth: Opportunities for career advancement and professional development.
• Health & Wellness: Comprehensive health and vision insurance plans.
• Paid Time Off: Generous PTO and paid holidays to recharge and relax.
• Collaborative Culture: A supportive team environment that values innovation and collaboration.
• Equity Options: Opportunity to own a part of Fello and share in our success.
• Cutting-Edge Projects: Work on innovative products that leverage AI and advanced technologies.