Fello · 1 month ago
VP of Customer Success
United States
Full-time
Hybrid
Director/Executive
7+ years expFello is a profitable, hyper-growth, VC-backed B2B SaaS company building the AI Operating System for relationship-driven growth. As the VP of Customer Success, you will own the post-sale engine that keeps customers engaged and drives expansion across multi-product platforms, utilizing AI and automation to enhance customer experiences and achieve high net revenue retention.
Artificial Intelligence (AI)B2BEmail MarketingGenerative AILead GenerationMarketing AutomationSaaSSoftware
Responsibilities
Own the Customer Success Strategy: Design and implement scalable playbooks across the Bowtie funnel, from onboarding to expansion and renewal. Optimize for key metrics like time-to-value (TTV <30 days), churn, and expansion
Scale Touch Models: Build low-touch and tech-touch motions for thousands of individual agents and small teams, while delivering white-glove high-touch service to VIP large/mega teams
Drive Post-Sale Expansion: Lead upsell/cross-sell plays for multi-product growth (AiOS, AI agents like Felix, data enrichment). Target expansion ARR using lifecycle signals, health scores, and structured business cases
Leverage AI and Automation: Embed AI tools to spot risks early, trigger "swarm" interventions, and personalize at scale. Collaborate with Product to turn usage data into revenue features
Partner Cross-Functionally: Work with Product on in-app journeys and feature prioritization; align with Marketing on success stories, renewals, and ecosystem referrals
Performance Analytics and Insights: Measure the business and communicate performance in a clear and concise way. Use data to run experiments (e.g., A/B on onboarding flows) and forecast NRR with precision
Team Leadership and Culture: Build and mentor a high-performing CS team, embedding the "Fello Way" of urgency, accountability, and collaborative competition. Roll up your sleeves to coach reps, join customer calls, and execute critical projects while scaling the function for rapid growth
Qualification
Required
7+ years in Customer Success at a SaaS company, with proven success leading the $25M to $100M+ ARR journey
Ran CS for a business adding hundreds of logos per quarter, with fast cycles and measurable ROI
Scaled low-touch/tech-touch for mass segments while building high-touch VIP experiences that cut churn and boost ACV
Grown post-sale revenue (upsell, cross-sell, pricing) in a platform with multiple products; hit NRR >110%
Used AI, automation, and data (e.g., health scores, intent signals) to make CS proactive and efficient
Think big-picture on strategy but dive into playbooks, calls, and fixes yourself
Proven collaborator with Product (feature roadmaps and PLG) and Marketing (campaigns, stories); ships joint wins
Benefits
Competitive Compensation: Attractive salary and benefits package.
Flexible Work Environment: Fully remote work with flexible hours to promote work-life balance.
Professional Growth: Opportunities for career advancement and professional development.
Health & Wellness: Comprehensive health, dental, and vision insurance plans.
Paid Time Off: Generous PTO and paid holidays to recharge and relax.
Collaborative Culture: A supportive team environment that values innovation and collaboration.
Equity Options: Opportunity to own a part of Fello and share in our success.
Cutting-Edge Projects: Work on innovative products that leverage AI and advanced technologies.
Company
Fello
Fello activates your database with intelligent, automated marketing to keep leads engaged and opportunities moving—24/7
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$25MKey Investors
Javelin Venture Partners
2022-06-28Series A· $25M
2022-06-28Debt Financing
Leadership Team
Ryan Young
Co-Founder & CEO
Stephen London
Co-Founder & President
Recent News
Company data provided by crunchbase