Scaled Customer Success Manager

About Fellow

Fellow is the AI-powered meeting management platform built for modern teams. We help organizations run more effective one-on-ones, team meetings, and cross-functional conversations - all in one place. From collaborative agendas and real-time note-taking to AI-generated recaps and action item tracking, Fellow makes every meeting matter.

We're a remote-first team driven by a simple belief: great meetings create great companies. As we scale our customer base, we're looking for a Scaled Customer Success Manager who can help our customers unlock the full value of Fellow - and keep them coming back.

The Role

As a Customer Success Manager at Fellow, you'll own the post-sale relationship for a portfolio of B2B accounts. You'll guide customers through onboarding, drive meaningful product and AI adoption, expand revenue within your book of business, and fight hard to retain every account you touch. This is a high-impact role at the intersection of customer advocacy, data-driven outreach, and consultative selling.

What You'll Do

Retention & Expansion

• Own GRR and NRR targets for your book of business, proactively managing health scores and identifying risk signals before churn becomes a conversation
• Conduct regular business reviews (QBRs) to surface ROI, align on goals, and identify expansion opportunities across teams and departments
• Act as a Trusted Advisor - prescribing the right Fellow plan and configuration for each customer rather than taking an order-taker approach
• Identify and quickly route upsell opportunities to Account Executives, with warm context and timing that gives deals the best chance of closing

Voice of the Customer

• Serve as the internal advocate for your customers: surfacing product feedback, escalating blockers, and collaborating with Product and Engineering to influence the roadmap
• Maintain accurate, detailed account notes in HubSpot so the broader team always has a clear picture of account health, opportunities, and risks

What We're Looking For

• 3+ years in a Customer Success, Account Management, or Implementation role at a B2B SaaS company
• Proven track record of hitting retention and expansion targets (GRR, NRR, or equivalent)
• Experience driving software adoption - especially in organizations with 10-200+ users - and translating product capabilities into tangible business outcomes
• Confident and persuasive communicator, comfortable running EBRs, executive conversations, and product demos
• Data-driven mindset: you use dashboards and usage analytics to prioritize your time and personalize your outreach
• Familiarity with tools like HubSpot, Intercom, or similar CRM/CS platforms
• A genuine curiosity about AI and enthusiasm for helping teams work smarter with new technology
• Bias for action and a high sense of urgency - you don't wait for accounts to come to you

Nice to Have

• Experience at an SLG (Sales-Led Growth) company where you've worked across self-serve and sales-assisted motions
• Background in productivity, collaboration, or workflow tooling (meeting software, project management, note-taking, etc.)
• Experience with reboarding or re-engagement campaigns for dormant or low-adoption accounts

Compensation & Benefits

• Competitive base salary benchmarked against industry standards and experience
• Quarterly performance bonuses up to $2,500, tied directly to KPI achievement (hit or miss structure)
• Remote-first culture with flexible working hours
• Access to Fellow Pro - use the product you sell every single day
• Collaborative, low-ego team that genuinely invests in your growth

How We Work

At Fellow, Customer Success is a revenue-generating function - not just a support team. We believe the best CSMs are part coach, part consultant, and part advocate. We practice Human-to-Human interactions over templated macros, we move fast, and we hold ourselves to high standards.

You'll work closely with Sales, Product, and Support, and you'll have a direct line to leadership when it matters. This is a role for someone who wants to own their outcomes, make a real impact on customers' working lives, and grow as the company grows.