ABOUT FATHOM
We think it’s insane that so many people and businesses are still taking manual notes. Creating notes manually is both time-consuming and stressful, especially when attempting to hold a conversation. Furthermore, even when done meticulously, manual notes often lack crucial context compared to hearing something first-hand.
We started Fathom to rid us of the tyranny of note-taking. With Fathom, you can let AI take on the drudgery of note-taking while you stay engaged in your human-to-human conversation. And people seem to love what we've built so far:
🥇 #1 Highest Satisfaction Product of 2024 on G2
🔥 #1 Rated on G2 with 5,000+ reviews and a perfect 5/5 rating
🥇 #1 Product of the Day and #2 AI Product of the Year
🚀 Most installed AI meeting assistant on both the Zoom and HubSpot marketplaces
📈 We’re hitting usage and revenue records every week
We're growing incredibly quickly and looking to expand our small, mighty, fully remote team.
Check out our product (it’s free) to learn more about it.
WHY YOU SHOULD JOIN US
Opportunity for impact. No cog in the machine here your results will directly impact our 2024 goals.
Opportunity for learning. You’ll work with an experienced team that has scaled Customer Success organizations from Series A to IPO. We love sharing what we’ve learned along the way.
Startup experience. You’ll see how we build and optimize processes while working closely with our CEO, a 2X Founder with a computer science and product design background.
We embrace being fully remote. We schedule meetings sparingly and instead heavily use async comms (Slack, Notion, Loom)
ABOUT THE ROLE
We seek a dynamic and results-driven Customer Success Manager to join our team. In this quota-carrying role, you’ll drive expansion within our existing customer base, identify and mitigate risk, drive product adoption, and ensure smooth renewals. You will partner closely with our sales and support teams to deliver positive outcomes for our customers and foster long-term success.
Core Responsibilities:
Customer Expansion & Growth: Identify opportunities for expansion within the customer base by driving cross-sell and up-sell initiatives.
Risk Mitigation: Proactively identify and address customer risks to prevent churn while working on solutions to increase customer retention.
Product Adoption: Drive customer adoption of our product by providing guidance, resources, and best practices tailored to each customer’s needs.
Renewal Management: Ensure a seamless renewal process by regularly engaging with customers to address concerns, demonstrate value, and secure renewals.
Collaboration & Feedback: Partner cross-functionally with sales, support, and product teams to share customer feedback, inform product improvements, and optimize customer experiences.
Feature Enablement: Enable customers on new feature releases by educating them and guiding them through implementation.
Scalability & Optimization: Manage a high volume of customers by optimizing processes and leveraging tools to deliver consistent and scalable support.
WHO WE THINK WILL THRIVE, AKA REQUIREMENTS
3-5 years of experience as a Customer Success Manager or Account Manager, with a proven track record of driving product adoption and consistently exceeding quota.
Strong ability to manage multiple customer accounts and prioritize tasks in a high-volume environment.
Excellent communication and interpersonal skills, focusing on building and maintaining strong relationships.
Ability to work cross-functionally and align with internal teams to drive customer success and business growth.
Experience in a SaaS environment is preferred.
Analytical mindset with the ability to assess data and make data-driven decisions.
ABOUT OUR HIRING PROCESS
We will ask you to do a live demonstration of your chosen product to showcase your presentation skills. Don’t worry, and we know you’ll crush it.
No bullshit. Ask us anything you like. We’ve never understood why companies pretend they’re something that they’re not in the hiring process - you’re going to find out eventually, so we’d rather you know who we are upfront so we can both make sure this is a good fit for all involved.
Quick turnaround time. We know you have many options, so we move fast, typically in less than 2 weeks from start to finish.
