VP of Customer Success

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.

As VP of Customer Success reporting directly to the Chief Revenue Officer (CRO), you'll own the post-sale engine that keeps customers, grows their spend, and turns them into advocates. We're seeking a strategic leader who has scaled high-volume CS in transactional businesses, mixes low-touch efficiency with high-touch VIP care, and drives expansion across multi-product platforms. This is a high-impact role where you'll use AI for smarter motions, partner tightly with Product and Marketing, and roll up your sleeves to hit NRR >110% in a dynamic real estate SaaS environment.

• 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.

• Experience: 7+ years in Customer Success at a SaaS company, with proven success leading the $25M to $100M+ ARR journey.
• High-Volume Transactional Expertise: Ran CS for a business adding hundreds of logos per quarter, with fast cycles and measurable ROI.
• Touch Model Scaling: Scaled low-touch/tech-touch for mass segments while building high-touch VIP experiences that cut churn and boost ACV.
• Multi-Product Expansion: Grown post-sale revenue (upsell, cross-sell, pricing) in a platform with multiple products; hit NRR >110%.
• AI and Tools Leverage: Used AI, automation, and data (e.g., health scores, intent signals) to make CS proactive and efficient.
• Strategic and Hands-On: Think big-picture on strategy but dive into playbooks, calls, and fixes yourself.
• Business Partnering: Proven collaborator with Product (feature roadmaps and PLG) and Marketing (campaigns, stories); ships joint wins.

• 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.