Digital Customer Success Manager

We think it’s insane that so many people and businesses rely on notes to remember and share insights from their meetings.

Notes are time-consuming and stressful to create while trying to hold a conversation. Even when done well, notes are a poor solution compared to hearing something first-hand.

We started Fathom to rid us all of the tyranny of note-taking, and people seem to really love what we've built so far:

🥇 #1 Highest Satisfaction Product of 2024 on G2

🔥 #1 Rated on G2 with 4,500+ reviews and a perfect 5/5 rating

🥇 #1 Product of the Day and #2 AI Product of the Year

🚀 Most installed AI meeting assistant on both the Zoom and HubSpot marketplaces

📈 We’re hitting usage and revenue records every week

We're growing incredibly quickly, so we're looking to grow our small but mighty team.

🔥 WHY YOU SHOULD JOIN US

• Opportunity for impact. We’re established enough to ship instead of fighting fires and early enough that your work will have a real impact.

• Opportunity for learning. You’ll work with an experienced team that has scaled Customer Success organizations from Series A to IPO. We love sharing what we’ve learned along the way.

• Startup experience. You’ll see how we build and optimize processes while working closely with our CEO, a 2X Founder with a background in computer science and product design.

• We embrace being fully remote. We schedule meetings sparingly and instead heavily use async comms (Slack, Notion, Loom)
  

ROLE OVERVIEW

We’re looking for a Digital Customer Success Manager (DCSM) to join our growing Customer Success team and help drive scalable engagement and value delivery to our long-tail customer base. In this role, you'll manage a high-volume portfolio of customers—ranging from hundreds to thousands—through one-to-many strategies, digital programs, and automation. You'll collaborate closely with cross-functional teams to design repeatable, tech-enabled success paths that drive adoption, retention, and product value at scale.

We're ready to expand our Scale Success team to support our rapidly growing user base. We are looking to hire tech-savvy, experienced team to play a key part in delivering exceptional customer experiences. Join us as we continue to grow!

Customer Success & Adoption

• Own and manage a large portfolio of SMB or mid-market customers through tech-touch and low-touch engagement strategies.

• Serve as the main point of contact for a portfolio of customers (think one-to-many), with a focus on scaled engagement models (webinars, office hours, email campaigns, community forums).

• Proactively monitor product usage, identify adoption gaps, and design outreach campaigns to address them.

• Collaborate with Product, Sales, and Support teams to ensure customer needs are met.

Process & Scale

• Build repeatable processes that allow us to efficiently serve hundreds of customers.

• Partner with Marketing and Operations to design customer education programs and lifecycle communications.

• Gather and synthesize customer feedback to improve onboarding and success journeys.

• Design and execute one-to-many communications such as email nurture programs, in-app messaging, webinars, and knowledge base campaigns.

• Develop data-driven engagement journeys to proactively address customer needs and lifecycle stages.

• Partner with operations to build and maintain customer health scores, dashboards, and automated workflows that support scalable success.

• Monitor key metrics including adoption, engagement, renewal rates, and NPS, and use insights to optimize digital touchpoints.

• 3+ years of experience in Customer Success, preferably in a SaaS or tech environment with a focus on scaled or digital engagement.

• Proven ability to manage large customer portfolios through automated, tech-driven programs.

• Experience with tools such as Gainsight, Totango, HubSpot, Mixpanel, Pendo, Salesforce, and Zapier (know of even better tools - bring your knowledge!)

• Analytical mindset with experience using dashboards and health scoring to drive outcomes.

• Strong written communication skills and a knack for creating clear, compelling content.

• Ability to thrive in a fast-paced environment, manage multiple priorities, and work cross-functionally.

• Experience in a startup environment is highly desirable

• A fully remote role!

• The opportunity to shape the foundational software services of a growing AI star

• A role that balances innovation and incremental improvement

• A dynamic and collaborative team

• Competitive compensation and benefits

• A supportive environment that encourages innovation and personal growth

You’ll meet the entire team, you'll meet with the hiring manager, as well as 1 or 2 other people currently working on the CS team.

No bullshit. Ask us anything you like. We’ve never understood why companies pretend they’re something that they’re not in the hiring process - you’re going to find out eventually so we’d rather you know who we are up front so we can both make sure this is a good fit for all involved.

Quick turnaround time. We know you have lots of options so we move fast usually in less than a week from start to finish.