Senior Manager - Scaled Customer Success

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:

This is a builder role for someone who thrives in early-stage environments and enjoys designing scalable systems that drive measurable revenue impact.

As Senior Manager, Scaled Customer Success, you will own the strategy, operating model, and performance of Fello’s digital Customer Success engine for a rapidly expanding base of SMB and mid-market customers. You’ll design and scale the programs, lifecycle infrastructure, and team that allow Fello to deliver customer value efficiently - across hundreds of accounts - without sacrificing outcomes.

You Will:

• Scaled CS Strategy: Define Fello’s scaled Customer Success strategy from the ground up - including segmentation models, coverage tiers, and engagement frameworks. Establish lifecycle programs across onboarding, adoption, renewal readiness, and expansion that drive measurable retention and revenue impact.
• Digital Lifecycle Programs: Architect and continuously optimize the lifecycle programs that support customers throughout their journey - onboarding and activation, product adoption and education, engagement and communication, renewal readiness, and expansion opportunities. Use customer data and experimentation to improve performance over time.
• Customer Outcomes & Revenue Impact: Own performance across the scaled segment. Key metrics include activation rate, time-to-first value, core feature adoption, customer engagement health, gross retention, and expansion revenue driven through lifecycle programs.
• Customer Health & Risk Management: Design the framework for identifying and mitigating churn risk at scale. Define health signals, implement proactive lifecycle interventions, and build programs that reduce churn and improve long-term retention.
• Expansion & Growth Programs: Drive scalable expansion across the customer base through upgrade campaigns tied to product maturity, adoption-driven expansion programs, and lifecycle education that unlocks additional product value.
• Team Leadership: Hire, develop, and lead a team of Scaled Customer Success Managers. Define performance metrics tied to customer outcomes, coach on lifecycle engagement strategies, and build a culture of experimentation and data-driven decision making.
• Cross-Functional Alignment: Partner with Product, Marketing, Sales, and RevOps to address customer friction, improve lifecycle content, support expansion opportunities, and strengthen customer insights and analytics.
• Analytics & Program Optimization: Build the reporting framework that measures scaled CS effectiveness. Track cohort performance, analyze lifecycle program impact, run experiments to improve engagement and adoption, and continuously optimize cost-to-serve.

Success Metrics:

• Activation rate for new customers
• Time-to-first value
• Core feature adoption
• Customer engagement health
• Gross retention rate
• Expansion revenue generated through scaled programs
• Lifecycle program effectiveness

You Have:

• 10+ years in Customer Success, Lifecycle, Growth, or Customer Operations in SaaS
• Proven experience building or scaling digital / 1-to-many Customer Success programs
• Experience designing segmentation models and tiered engagement frameworks
• Strong commercial understanding of retention, expansion, and cost-to-serve
• Experience building and leading high-performing CS teams
• Strong analytical mindset with comfort working in product usage data
• Familiarity with customer engagement and lifecycle automation platforms (HubSpot, Gainsight, Intercom, or similar)
• Systems-builder mindset focused on scalable programs over 1:1 account management
• Experience in early-stage or high-growth startup environments strongly preferred

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.