About You:
Fello is building a scaled Customer Success motion to support a rapidly growing base of SMB customers. As a Scaled Customer Success Manager, you will own digital lifecycle engagement for a high-volume portfolio - designing and operating programs that drive product adoption, retention, and expansion at scale.
This is not a traditional 1:1 account management role. You’ll build automation-first systems, run lifecycle experiments, and use data to help thousands of customers onboard, activate, and grow with Fello.
You Will:
- Digital Lifecycle Programs: Design and operate Fello’s 1-to-many Customer Success motion across the full customer journey - onboarding, activation, adoption, renewal readiness, and expansion. Engagement channels include lifecycle email, in-product messaging, webinars, and self-serve education resources.
- Product Adoption & Customer Value: Analyze product usage signals to identify friction in the customer journey. Design programs that drive adoption of key product capabilities and help customers realize value faster.
- Digital Onboarding: Own scalable onboarding experiences focused on time-to-value. Build self-serve onboarding journeys, activation campaigns, and educational assets for new customers.
- Lifecycle Optimization: Continuously improve lifecycle engagement through experimentation. Run A/B tests across customer cohorts, analyze performance data, and iterate playbooks based on results.
- Customer Health & Retention: Monitor scaled customer health using product and engagement signals. Trigger automated interventions and design proactive programs that reduce churn risk.
- Expansion Programs: Identify and execute scalable expansion opportunities through lifecycle campaigns - including upgrade prompts, feature adoption pushes, and value-based education.
- Cross-Functional Collaboration: Partner with Product, Marketing, Sales, and RevOps to surface customer friction, improve lifecycle content, and support expansion opportunities.
Success Metrics:
- Activation rate for new customers
- Time-to-first value
- Adoption of core product capabilities
- Customer engagement health
- Gross retention within the scaled segment
- Lifecycle program performance
You Have:
- 4–6+ years in Customer Success, Lifecycle Marketing, Growth, or Customer Operations in SaaS
- Experience supporting high-volume customer portfolios (500+ accounts)
- Hands-on experience designing or operating 1-to-many Customer Success programs
- Strong analytical mindset with comfort working in product usage and customer data
- Familiarity with lifecycle automation and customer engagement tools (HubSpot, Gainsight, Intercom, or similar)
- Systems-builder mindset - you design playbooks and programs, not just reactive outreach
- Excellent written communication skills for digital engagement
- Experience with AI-enabled platforms or marketing automation is a plus
- Real estate industry experience is a plus
Our Benefits: