Fellow.app

Customer Success Manager

• Own GRR and NRR targets for your book of business, proactively managing health scores and identifying risk signals before churn becomes a conversation
• Conduct regular business reviews (QBRs) to surface ROI, align on goals, and identify expansion opportunities across teams and departments
• Act as a Trusted Advisor - prescribing the right Fellow plan and configuration for each customer rather than taking an order-taker approach
• Identify and quickly route upsell opportunities to Account Executives, with warm context and timing that gives deals the best chance of closing
• Serve as the internal advocate for your customers: surfacing product feedback, escalating blockers, and collaborating with Product and Engineering to influence the roadmap
• Maintain accurate, detailed account notes in HubSpot so the broader team always has a clear picture of account health, opportunities, and risks