Customer Success Manager

Fellow.app

Scaled Customer Success Manager at Fellow helping B2B accounts enhance software usage and retain customers. Managing relationships and maximizing product value through consultative selling.

Posted 7/5/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

3+ years in a Customer Success, Account Management, or Implementation role at a B2B SaaS company
Proven track record of hitting retention and expansion targets (GRR, NRR, or equivalent)
Experience driving software adoption - especially in organizations with 10-200+ users - and translating product capabilities into tangible business outcomes
Confident and persuasive communicator, comfortable running EBRs, executive conversations, and product demos
Data-driven mindset: you use dashboards and usage analytics to prioritize your time and personalize your outreach
Familiarity with tools like HubSpot, Intercom, or similar CRM/CS platforms
A genuine curiosity about AI and enthusiasm for helping teams work smarter with new technology
Bias for action and a high sense of urgency - you don't wait for accounts to come to you

Benefits

Comp & perks

Competitive base salary benchmarked against industry standards and experience
Quarterly performance bonuses up to $2,500, tied directly to KPI achievement (hit or miss structure)
Remote-first culture with flexible working hours
Access to Fellow Pro - use the product you sell every single day
Collaborative, low-ego team that genuinely invests in your growth

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Success ManagementRetention TargetsExpansion TargetsSoftware AdoptionData AnalysisAccount Management

Soft Skills

Confident CommunicatorPersuasive CommunicationCuriosity About AIBias For ActionHigh Sense Of Urgency