Job Description

FONETECH is excited to welcome a Scale Customer Success Manager to our team, focusing on leveraging a pool model to maximize our reach and impact with ChatGPT business products. This role is designed for those who thrive in a fast-paced environment and are passionate about pioneering scalable, consultative customer success strategies in the AI sector. You will play a vital role in driving customer engagement, retention, and satisfaction across a broad range of accounts.

This position reports to the Head of Scaled Success and is a remote role based in NYC.

• Effectively partner with a broad range of customer accounts, focusing on delivering consistent, high-quality engagement and ensuring success for companies of all industries and sizes.
• Conduct efficient, targeted, and impactful consultations, identifying key customer needs and tailoring solutions to their business goals; in turn driving adoption, maturity and growth.
• Develop and refine scalable enablement programs, including building champions, adopting a "train the trainer" approach for customer education, and various 1:many assets and programs.
• Collaborate effectively with the Sales, Product, and Engineering teams to streamline customer experiences and product enhancements, particularly by identifying trends across customers.
• Analyze customer feedback and engagement data, using insights to drive continuous improvement in our customer success methodologies.

• Have 2+ years of experience in a customer success or related role, adept at managing customer relationships across diverse, global organizations, with a preference for those experienced in technical enterprise products.
• Are skilled in employing a consultative approach, with a proven ability to quickly understand and address diverse customer needs.
• Bring a proven track record of delivering clear, measurable outcomes for customers.
• Exhibit exceptional communication and interpersonal skills, capable of engaging effectively with a wide range of stakeholders.
• Demonstrate a strong ability to identify trends and implement data-driven strategies for customer engagement and retention.
• Are enthusiastic about innovating in the customer success space, particularly in applying scalable strategies.
• Possess a collaborative and adaptive mindset, able to work seamlessly with various teams and thrive in a dynamic, fast-paced environment.
• Are personally dedicated to the safe and ethical evolution of AI.

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