Opportunities at Craft portfolio companies


Customer Success Manager



Posted on Tuesday, June 25, 2024

Customer Success Manager

Hey there 👋 I'm Tyler, Director of Customer Success at Fellow.

We are seeking a highly motivated and detail-oriented Customer Success Manager to join our team and provide comprehensive support to our customers.

Our Customer Success team at Fellow is dedicated to partnering with our customers and their champions to bring meeting effectiveness across their organization. The Customer Success Manager will nurture strong relationships with our customers, in order to understand and help deliver on these business goals. Fellow’s customers represent a range of diverse backgrounds and maturity, from scaling technology companies to established enterprises.

We're hiring remotely across Canada, but have offices and co-working spaces available in Ottawa, Montreal, and Toronto where you can pop in to work with other Fellow employees when you want some in-person time!

Key Responsibilities:

  • Deliver an exceptional customer experience.
  • Develop and nurture strong customer relationships to understand their business goals and needs.
  • Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines.
  • Implement and run user training and enablement sessions.
  • Codify best practices, guides, and FAQs based on interactions with customers.
  • Gather and relay customer feedback to internal stakeholders, and identify themes across customers to incorporate into product planning.
  • Collaborate closely with the Sales team to ensure seamless handoff at time of renewal and potential expansion opportunities.
  • Anticipate at-risk renewals or user churn and collaborate with the relevant internal teams to devise corrective action plans.
  • Foster customer advocacy and facilitate customer testimonials and case studies.

What we are Looking for:

  • Have 5+ years of experience in a customer success (or similar) role, managing relationships with larger and sometimes complex organizations, preferably working with an operational or people leader at the company.
  • Have a solid track record of delivering and scaling an exceptional customer experience.
  • Possess exceptional presentation and communication skills, particularly when engaging with executives and leaders.
  • Can proactively identify pain points in the product and with our customers.
  • Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
  • Have strong problem-solving skills, are adept at frequent context switching, effectively manage working on multiple projects at once with expansive ownership, and ruthlessly prioritize.
  • Are personally committed to helping organizations solve their meeting effectiveness problem.

What is Fellow?

Fellow.app is a software company that helps teams and organizations level-up their meeting habits to drive productivity, engagement, and accountability—before, during, and after every meeting.

With Fellow, great meetings are just the start. Our product is the #1 meeting management software on G2, and is trusted by the world’s best teams.

Established in 2017, our team works remotely from cities across Canada, guided by our mission: Make Work Better for Everyone—and that includes our own employees! We’re an ambitious team building the next big thing and we'd love to have you on this journey with us.

Equal Opportunity Employer

At Fellow, we understand the value of having a diverse team. That’s why we believe in providing equal opportunity employment regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process.