Customer Success Manager
Come join our Customer Success Team!
Your Core, Our DNA: High Velocity. High Intensity. High Trust. High Expectations. High Impact.
FutureFit AI could be the right next step in your career journey if reading those words resonates deeply for you, full stop. You live and lead with bold humility, pursue audacious goals, and are motivated by having a meaningful and positive impact on the people and the world around you.
First, an important note: data shows that men on average apply for a role if they meet 3/10 requirements while women often only do so if it’s 10/10. We work hard to be clear and specific about what our roles include and demand and encourage you to apply if you see a strong (but not necessarily perfect) fit between you and the opportunity.
You will own a portfolio of customers and be accountable for their success with our platform and help drive the retention and expansion of their contracts. You will be asked to:
Build Deep Relationships: Develop and maintain strong relationships with key stakeholders in assigned customer accounts. Act as a primary point of contact and build trust through timely and proactive communication.
Provide Comprehensive Support: Take ownership of key stages in the customer journey from implementation to ongoing support and success. You will be instrumental in positioning your partnerships for renewal and expansion and work cross-functionally to achieve your objectives, leveraging support from teammates across Customer Success, Growth, Product, and Engineering.
Drive Platform Adoption: Provide guidance to customers to help them achieve their objectives while using our platform, whether they are looking to promote job seeker upskilling and employment, create capacity for workforce staff, help employers address talent shortages, or build more collaborative workforce ecosystems.
Cultivate Product Expertise: Develop a deep understanding of our products and stay updated on new features and enhancements. Serve as a subject matter expert and provide guidance to customers on best practices, product utilization, and customization. Host calls with customers to gather feedback on features and enhancements in development
Identify Renewals and Upsell Opportunities: Proactively identify opportunities for customer renewals and upsells. Work closely with the sales team to drive customer expansion and revenue growth.
Represent the Voice of the Customer: Play a vital role in shaping FutureFit AI's product roadmap and domain expertise by thoroughly understanding current and future customer requirements. Advocate for customer needs and requirements internally, ensuring that their feedback is not only heard but also acted upon.
Relationship management - Proficiency: 5/5
Rapid & rigorous thinking & problem-solving - Proficiency: 5/5
Oral communication (leading meetings with stakeholders) - Proficiency: 5/5
Fluency in French - Proficiency 5/5
Project management - Proficiency: 5/5
Strategic planning - Proficiency: 3/5
Navigating difficult conversations - Proficiency: 3/5
Presentation development - Proficiency: 3/5
Data analysis & manipulation - Proficiency: 2/5
Nice to Have
You have one or more of the following experiences:
Utility player at a technology and/or impact start-up of <100 team members
Workforce development experience
Customer success or sales experience
We don’t think degrees should block talent from finding pathways to opportunity so this won’t be a factor in how we look at candidates. We do care that you are naturally curious, constantly learning, have overcome hurdles/challenges, and have a good handle on your strengths and gaps.
Most days we work from home but everyone comes to the office at least once a week for face-to-face collaboration and team building. The office is located at 325 Front St West (a short walk from Union Station).
In looking at a job posting, it’s often hard to get a basic picture of the company profile (size, stage, structure, etc.) which is why we are sharing it with you upfront. This helps you quickly decide and helps us focus any time we spend together on going beyond the basics:
Funding: We have raised one round of funding led by JP Morgan which fueled a significant growth trajectory for us and we have a safe financial runway to execute against.
Problem Domain: Future of Work / Workforce Development - important that the problem domain interests you even if you haven’t worked in the space before.
Customers: We partner with workforce development agencies, government agencies, and employers/enterprises.
Structure: We are organized around the following key departments: Growth, Customer Success, Product, Engineering, Data, People & Culture, Finance & Operations.
Team: We are a team of 30-50 across US and Canada with main hubs in New York and Toronto. This role will be based in Toronto.
Core Principles: Be Curious, Drive to Outcomes, Raise the Bar, Speed Matters, Own It, Put We Over Me
About FutureFit AI
At FutureFit AI, we’re on a mission to unlock pathways between talent and opportunity using the power of AI. We focus on personalized, AI-powered career guidance for job seekers, emphasizing skills over extensive resumes, and partner with workforce development partners, governments, and employers to level access to opportunity.
FutureFit AI is a growing, venture-backed company focused on using technology to improve the lives and outcomes for people going through career transitions. We’re a small, driven team, united by our commitment to the job seekers and workforce ecosystems we serve. We're not just building a company; we're shaping the future of work.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.
© FutureFit AI All rights reserved, we are proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other applicable legally protected characteristics. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.