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Customer Experience & Value Manager

Fello

About Fello

  • You thrive in a fast-paced, evolving environment where technology, AI, and customer needs are constantly changing.
  • 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.

Responsibilities

  • Drive customer value and retention – Help customers maximize their investment in Fello by driving product adoption, improving utilization, and supporting long-term success.
  • Demonstrate measurable customer success – Leverage platform analytics, engagement metrics, and performance data to demonstrate ROI, identify opportunities for improvement, and reinforce the value of Fello.
  • Be a technical, solution-focused partner – Investigate customer challenges, troubleshoot platform issues, identify potential root causes, and drive solutions through resolution, collaborating with technical teams when needed.
  • AI-powered workflows – Help customers effectively leverage Fello’s AI capabilities, automation, integrations, and platform configurations to improve efficiency and performance.
  • Provide strategic guidance and coaching – Understand customer business operations, identify process inefficiencies, and recommend practical changes that improve results.
  • Proactively manage customer health – Monitor adoption, engagement, and performance trends to identify risks early and implement strategies that reduce churn.
  • Collaborate and advocate – Partner with Product, Engineering, Support, and other internal teams to address customer needs, share actionable feedback, and improve the overall customer experience.

Requirements

  • You’re a customer-focused, technically curious problem solver who enjoys understanding how technology works and helping customers achieve meaningful results.
  • You combine strong communication skills with an analytical mindset, allowing you to investigate challenges, identify solutions, and translate complex information into actionable recommendations.
  • You understand that delivering customer value goes beyond building relationships.
  • It’s about helping customers effectively leverage technology, optimize their workflows, and achieve measurable business outcomes.
  • Proven experience in Customer Success, Technical Account Management, Solutions Consulting, or a related customer-facing SaaS role.
  • Strong technical aptitude with hands-on experience navigating SaaS platforms, CRM systems, integrations, and automation technologies.
  • Analytical and troubleshooting skills, including the ability to investigate technical issues, identify root causes, and recommend effective solutions.
  • Familiarity with AI-powered technologies and their application in improving business processes and workflows.
  • The ability to interpret customer data, product analytics, and performance metrics to develop actionable recommendations.
  • A consultative approach to customer relationships, with the ability to understand business needs and influence positive outcomes.
  • Excellent communication skills, including the ability to explain technical concepts clearly to nontechnical audiences.
  • Strong organizational skills, a proactive ownership mindset, and the ability to manage competing priorities in a collaborative environment.

Preferred

  • Experience supporting AI-powered SaaS products, particularly within real estate technology or marketing automation.
  • Knowledge of real estate industry operations, sales workflows, and CRM best practices.
  • Experience troubleshooting software integrations, data synchronization, or automated workflows, with familiarity in tools such as Zapier, API Nation, and custom email domain configurations being a plus.
  • A demonstrated track record of improving customer retention, product adoption, or measurable business outcomes.

Benefits

  • Competitive Compensation: Attractive salary and benefits package.
  • Fully remote work with flexible hours to promote work-life balance.
  • Opportunities for career advancement and professional development.
  • Comprehensive health, dental, and vision insurance plans.
  • Generous PTO and paid holidays to recharge and relax.
  • A supportive team environment that values innovation and collaboration.
  • Opportunity to own a part of Fello and share in our success.
  • Work on innovative products that leverage AI and advanced technologies.