Customer Success Manager

Fello is a profitable, hyper-growth, VC-backed B2B SaaS company building the agentic real estate platform of the future.

Our platform combines data intelligence, marketing automation, and conversational AI to help real estate teams engage smarter and scale faster. At the center of it is Felix, our AI teammate, which takes real work off a team's plate — running follow-up across calls, texts, and emails today, with more of the team's day-to-day work coming next.

We're not another tool in the stack. We're the system that powers it — learning, adapting, and executing in real time so teams can focus on growth, not guesswork.

If you're excited about building an AI product that's changing how an entire industry works, you'll fit right in.

You are a proactive, customer-focused professional with exceptional communication skills and a passion for helping clients succeed. You are dedicated to continuous improvement and are motivated to provide the best possible customer experience.
Real estate experience required: The ideal candidate has a strong understanding of real estate and SaaS, and can easily build relationships with clients and internal teams.

• Be the strategic partner for your customers – Proactively drive adoption, net retention, and expansion revenue by aligning customer goals with platform outcomes
• Guide customers to leverage our AI features – Helping them unlock more value and see success 
• Go above and beyond to deliver best-in-class onboarding and training – Provide strategic recommendations and upgrade guidance to help customers succeed from day one
• Track customer health and surface opportunities – Use platform insights, usage dashboards, and behavior signals to proactively manage risk and identify upsell moments in partnership with AI 
• Conduct quarterly business reviews (QBRs) – Strategize with customers on performance, feature usage, and how to scale results over time
• Develop strong relationships with clients – Facilitate communication and serve as the trusted voice between customers and internal teams
• Collaborate cross-functionally – Work with Product, Sales, and Solutions teams to create a seamless, personalized experience throughout the customer lifecycle
• Advocate for the customer – Share feedback and insights with our Product team to inform roadmap priorities and improve the platform
• Promote Fello's Impact - Encourage happy customers to share testimonials, participate in case studies, or refer peers to amplify our brand value

• A proven track record in customer success or account management, ideally in SaaS
• Strong understanding of SaaS and marketing best practices
• Familiarity with AI-powered platforms
• Excellent communication and interpersonal skills
• A proactive, organized, and consultative approach - you stay two steps ahead of the customer
• A strong commitment to customer satisfaction and continuous improvement
• Curiosity for technology and a desire to work in a fast-moving, highly collaborative startup environment

• 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, dental, 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.