Customer Success Manager (Enterprise)

<p>Hi!</p><p>We were waiting for you! 👀</p><p>We know these are busy days for everyone and that you have plenty of options, so thank you for taking the time to read this posting! 😉</p><h2>🤝 This is us, using AI to (truly) disrupt an entire industry</h2><p>Started at <strong>Stanford</strong> by <a href="https://www.linkedin.com/in/felixgonzalezherranz/"><strong>Stanford</strong></a> and <a href="https://www.linkedin.com/in/miguelgonzalezherranz/">**Wharton/Google</a>** alums, FounderNest is an <strong>AI-native</strong> company that helps corporations around the world improve and streamline their market intelligence processes, including but not limited to:</p> <ol> <li>Helping them understand the taxonomy and dynamics of the spaces they are interested in.</li> <li>Mapping out all the players operating in those spaces.</li> <li>Getting unique insights in these areas (e.g. growth rate).</li> <li>Tracking what their competitors are doing in them.</li> </ol><p>Our core technology is built on real-time analytics and <strong>Generative AI</strong> running on private and public company data. We fuel our Natural Language Processing technology with +50M companies and +1.2B aggregated data points, allowing us to be 3x-5x better than alternatives.</p><p>We are proud to count amongst our customers some of the largest corporations worldwide.</p><p>This is the perfect time to join us!</p><h2>👩🏼‍🎨 <strong>What you will do</strong></h2><ul> <li><strong>Manage and own a portion of the enterprise client book</strong>—ensure client satisfaction and retention by building strong relationships, identifying upsell and expansion opportunities, overseeing renewals, and serving as the primary point of contact.</li> <li><strong>Develop, execute, and iterate customer success plans</strong> tailored to individual clients’ needs, goals, and challenges to maximize the value they derive from our SaaS platform.</li> <li><strong>Conduct regular check-ins</strong> (including virtual meetings, reports, etc.) with clients to assess satisfaction, understand their evolving requirements, and identify areas for growth or improvement.</li> <li><strong>Monitor and drive product adoption</strong> through onboarding, training, and ongoing engagement, while acting as a trusted advisor for best practices and strategy development.</li> <li><strong>Design and deliver business reviews</strong> with senior leadership—using data, industry benchmarks and competitive intelligence to demonstrate ROI and next-steps.</li> <li>Work with the <strong>Product and Sales teams</strong> to ensure customer feedback is incorporated into product development and to collaborate on growth strategies.</li> <li><strong>Develop processes and strategies</strong> to help the Head of Customer Success in scaling the customer success function as the business grows.</li> <li>You’ll join as the <strong>second member</strong> of our Customer Success team—partnering closely with the Head of Customer Success to shape our CS culture and processes.</li> <li>Collaborate directly with the Head of Customer Success and the executive team.</li> </ul><h2>🎯 What you will bring</h2><ul> <li>You have <strong>3+ years</strong> of <strong>Customer Success</strong> experience in a SaaS B2B company.</li> <li>You have <strong>strong oral</strong> and <strong>written</strong> communication skills in <strong>English</strong>.</li> <li>You possess <strong>enterprise client management</strong> experience and understand the nuances of engaging with large and complex organizations.</li> <li>You have <strong>exceptional emotional intelligence,</strong> you read rooms, build rapport quickly, and adapt your style to every stakeholder.</li> <li>You have experience in <strong>customer retention</strong>, <strong>upselling</strong>, and <strong>expansion</strong> within enterprise SaaS environments.</li> <li>You have a proactive, <strong>customer-focused attitude</strong>, and are skilled at problem-solving and relationship management.</li> <li>You are <strong>adaptable, structured, and process-oriented.</strong></li> <li>You are comfortable rolling up your sleeves and being a <strong>foundational member</strong> of a <strong>growing team.</strong></li> </ul><h3>🏆 Bonus Points</h3><ul> <li>Experience at a <strong>high-growth</strong>, <strong>mission-driven startup</strong> serving enterprise clients, with experience managing a book of business and driving engagement.</li> <li>Familiarity with building or enhancing <strong>customer success playbooks</strong> and processes.</li> <li>You've been an early hire at a fast-growing start-up and have contributed to creating a <strong>customer-centric culture</strong>.</li> <li><strong>Proficiency in another language</strong> (in addition to fluent English).</li> </ul><h2>🙏🏼 About you</h2><ul> <li>You want to join an ambitious, <strong>high-performing team</strong> that dreams about <strong>building something meaningful</strong> and <strong>impactful</strong>.</li