Job Description
About Fello : Fello is a profitable, hyper-growth, VC-backed B2B SaaS company building the AI Operating System for relationship-driven growth . Our platform combines data intelligence, marketing automation, and conversational AI to help businesses engage smarter, move faster, and scale effortlessly. We turn complex data into simple, intelligent actions — automating everything from outreach to follow-up. Fello isn’t another tool in the stack. It’s the system that powers them, learning, adapting, and executing in real time so professionals can focus on growth, not guesswork. If you’re fired up about building the backbone of an AI-driven product that’s changing how professionals work, you’ll fit right in. 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
