Strategic Customer Success Manager

When you join the Fountain team, you become part of the leading enterprise solution for frontline workforce management. Fountain’s automated, customizable platform provides a seamless applicant experience for workers, while ensuring organizations can scale and manage their frontline talent.

We’ve helped hundreds of companies like UPS, CLEAR, Stitch Fix, GoPuff, Fetch, and sweetgreen to hire, onboard, and manage over 14 million workers in more than 75 countries.

In 2022, we closed $185M in our Series C, led by SoftBank and B Capital.

Join our growing team of highly collaborative, ambitious, and forward-thinking Fountaineers as we empower our hundreds of customers and millions of frontline workers around the world.

Let’s elevate frontline work together.

As a Strategic Customer Success Manager at Fountain you will build relationships with some of the biggest brands in the world. You are a trusted advisor focused on driving mutually successful outcomes and delivering ROI.

Our team’s mission is to build, deepen and grow relationships with our customers by:

1. Understanding their current and future business goals and challenges
2. Leveraging our recruiting and technology expertise to share insights and best practices
3. Communicating the value of these solutions to their team and executives

What you’ll be doing

• Self-sufficient management of 5-15 strategic accounts.
• Actively ensure there is a clear roadmap and account plan for your strategic accounts to drive long-term account growth and success.
• Support and enable customers with regular executive touchpoints and develop meaningful relationships to optimize product adoption and customer value.
• Represent the customer voice with internal product roadmap decisions.
• Ensure customer wellbeing by monitoring customer health, driving customer adoption, driving KPI improvement, and acting as an escalation point for customer issues.
• Develop data-driven QBRs and account plans for customers that outline critical customer goals, metrics for success, potential issues, and provide best practices and recommendations.
• Be a strategic partner and thought leader for your customers by providing hiring and workforce management industry insights and best practices.
• Be a change management champion by helping your customers evolve their recruiting strategies, processes, and workflows.
• Provide training and insights on how to optimize their usage of Fountain.
• Interact with clients via email and zoom to gather project requirements, communicate strategies, report back the tracking milestones and success, and manage budgetary allowances.
• Create, outline, and maintain updates on project plans, document milestones, manage the budget, and contribute to client success stories.
• Collaborate with internal teams (sales, product, engineering, marketing), advocating on behalf of your customers.
• Use your insights and innovations working with customers to lead team projects which improve the experience for all customers.

What you should bring

• 5+ years in a customer-facing role (with at least 2 years in SaaS), with a preference of Enterprise Customer experience.
• You have a background in customer success and/or account management, developing holistic strategies to guide complex organizations towards measurable business outcomes.
• You consider project management a strength and have experience leveraging internal resources and stakeholders to execute against deadlines within a complex organization.
• Experience with executive stakeholder relationship management up to C-level.
• Strong attention to detail, effective time management, and organizational abilities.
• Familiar with concepts revolving APIs and integrations.
• Curious, eager to learn the industry and product.
• Strategic thinker with a knack for identifying creative solutions.
• Proven ability to operate effectively in a fast-paced environment and adapt quickly to change.
• Demonstrated ability to quickly learn new technologies and reporting platforms.
• Strong analytical skills, preferably with experience using Looker.
• Ability to travel onsite for customer kickoff meetings (typically 1-2 times per quarter)

Nice to have

• Understanding of key CS concepts such as customer journey, milestones, handoffs, escalations, churns, and maintaining a book of business. 
• Experience handling renewal conversations and commercials.

Salary Range: $100,000 – $120,000 USD + bonus, depending on location and experience

Even if you do not meet all the requirements above, we still encourage you to apply for this position. While we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points. What do you have to lose?

Fountain offers an incredibly unique work environment. We employ a diverse team all over the world. Each Fountaineer is given the freedom to do their best work from wherever they choose. We also understand the importance of in-person connections and hold in-person meetings with your team and meet annually as an organization to build our relationships and focus on the future of moving Fountain Forward. 

The benefits we offer in the United States include competitive health plans and a retirement plan. Some Fountain-wide perks offered to all employees across the globe include a flexible vacation policy, paid holidays, monthly lunch stipends, annual allowances for ongoing education related to your profession and career advancement, along with home office, cell phone, and wellness reimbursements. Fountain is a global employer, so some benefit offerings will vary from country to country.

Fountain is proud to be an equal opportunity workplace. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.

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