Customer Success Manager

High velocity, high intensity, high trust, high bar, high impact, and a will to win.

Join a mission-driven team that's using cutting-edge AI to solve one of the most urgent challenges of our time: connecting people to meaningful careers and industries to the talent they need to thrive.

FutureFit AI could be the right next step in your career journey if reading those words resonates deeply with you, full stop. You live and lead with humility, pursue audacious goals, and are motivated by having a meaningful and positive impact on the people and the world around you.

First, an important note: data shows that men on average apply for a role if they meet 3/10 requirements while women often only do so if it’s 10/10. We work hard to be clear and specific about what our roles include and demand and encourage you to apply if you see a strong (but not necessarily perfect) fit between you and the opportunity.

At FutureFit AI, we’re relentless in our pursuit of excellence—for the communities we serve and the partners we support. We’re looking for a natural leader and relationship builder to join our Customer Success Team and help drive impact at scale across the country.

This role reports directly to Dana Nelson, our Director of Customer Success.

You will own a portfolio of customers and be accountable for their success with our platform and help drive the retention and expansion of their contracts. You will be asked to:

• Build Deep Relationships: Develop and maintain strong relationships with key stakeholders in assigned customer accounts. Act as a primary point of contact and build trust through timely and proactive communication.

• Provide Comprehensive Support: Take ownership of key stages in the customer journey from implementation to ongoing support and success. You will be instrumental in positioning your partnerships for renewal and expansion and work cross-functionally to achieve your objectives, leveraging support from teammates across Customer Success, Growth, Product, and Engineering.

• Drive Platform Adoption: Provide guidance to customers to help them achieve their objectives while using our platform, whether they are looking to promote job seeker upskilling and employment, create capacity for workforce staff, help employers address talent shortages, or build more collaborative workforce ecosystems.

• Cultivate Product Expertise: Develop a deep understanding of our products and stay updated on new features and enhancements. Serve as a subject matter expert and provide guidance to customers on best practices, product utilization, and customization. Host calls with customers to gather feedback on features and enhancements in development

• Identify Renewals and Upsell Opportunities: Proactively identify opportunities for customer renewals and upsells. Work closely with the sales team to drive customer expansion and revenue growth.

• Represent the Voice of the Customer: Play a vital role in shaping FutureFit AI's product roadmap and domain expertise by thoroughly understanding current and future customer requirements. Advocate for customer needs and requirements internally, ensuring that their feedback is not only heard but also acted upon.

• Relationship management - Proficiency: 5/5

• Rapid & rigorous thinking & problem-solving - Proficiency: 5/5

• Oral communication (leading meetings with stakeholders) - Proficiency: 5/5

• Project management - Proficiency: 5/5

• Strategic planning - Proficiency: 3/5

• Navigating difficult conversations - Proficiency: 3/5

• Presentation development - Proficiency: 3/5

• Data analysis & manipulation - Proficiency: 2/5

• You have one or more of the following experiences:

  • Consulting experience

  • Utility player at a technology and/or impact start-up of <100 team members

  • Workforce development experience

  • Customer success or sales experience

Your alma mater isn’t our focus. Your grit, hunger, and drive are. If you’re one who learns continuously, tackles challenges head-on, and knows your strengths and gaps intimately, you’re our person.

• Work directly with the founding team

• Unlimited PTO

• Health care

• 401(K) for US team members

• Career Development Budget

• Technology reimbursement

• Flexible schedules built on trust

This role is remote in the US. Our team is based in New York City and those located close to our office are welcome to come in on a hybrid schedule to our office at 18 W 18th Street.

Although this role is remote, you may be expected to travel up to once per quarter.

The base salary range for this role is $80,000 to $120,000. This range reflects the varying levels of expertise and responsibilities that will be determined through the interview process, based on applied experience and other criteria established by the hiring committee.

At FutureFit AI, we believe in designing intentional and rigorous hiring journeys to help you determine if this is the best role and organization for you, based on your unique skills, mindset, and experiences. We operate at high velocity with high intensity and want an accurate taste of what that feels like before you get through the door.

Every hiring journey at FutureFit AI consists of thoughtfully crafted steps including a performance challenge and rounds of interviews with team members. For this role, that might look like:

1. Online Application

2. Initial Screen with Director of People & Culture

3. Interview with Hiring Manager

4. Interview with Team

5. Interview with CEO

6. Final Decision

In looking at a job posting, it’s often hard to get a basic picture of the company profile (size, stage, structure, etc.) which is why we are sharing it with you upfront. This helps you quickly decide and helps us focus any time we spend together on going beyond the basics:

1. Problem Domain: Future of Work / Workforce Development - important that the problem domain interests you even if you haven’t worked in the space before.

2. Industry: SaaS / AI - technology and data are at the core of what we build. 

3. Customers: We partner with workforce development agencies, government agencies, and employers/enterprises.

4. Structure: We are organized around the following key departments: Growth, Customer Success, Product, Engineering, Data, People & Culture, Finance & Operations.

5. Team: We are a team of 30-50 across US and Canada with main hubs in New York and Toronto. 

6. Funding: We built the company from 0 to 1 with no external capital (a rare feat for tech startups) and have subsequently raised one round of funding led by JP Morgan which fueled a significant growth trajectory for us.
   

• Be Curious 

• Drive to Outcomes 

• Raise the Bar

• Speed Matters

• Own It

• We Over Me

At FutureFit AI, we’re on a mission to unlock pathways between talent and opportunity using the power of AI. We focus on personalized, AI-powered career guidance for job seekers, emphasizing skills over extensive resumes, and partner with workforce development partners, governments, and employers to level access to opportunity.

FutureFit AI is a growing, venture-backed company focused on using technology to improve the lives and outcomes for people going through career transitions. We’re a small, driven team, united by our commitment to the job seekers and workforce ecosystems we serve. We're not just building a company; we're shaping the future of work.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.
© FutureFit AI All rights reserved, we are proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other applicable legally protected characteristics. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.