Customer Experience & Value Manager

About Fello:

Fello is a profitable, hyper-growth, VC-backed B2B SaaS company building the agentic real estate platform of the future.

Our platform combines data intelligence, marketing automation, and conversational AI to help real estate teams engage smarter and scale faster. At the center of it is Felix, our AI teammate, which takes real work off a team's plate — running follow-up across calls, texts, and emails today, with more of the team's day-to-day work coming next.

We're not another tool in the stack. We're the system that powers it — learning, adapting, and executing in real time so teams can focus on growth, not guesswork.

If you're excited about building an AI product that's changing how an entire industry works, you'll fit right in.

About You:

You’re a customer-focused, technically curious problem solver who enjoys understanding how technology works and helping customers achieve meaningful results.

You combine strong communication skills with an analytical mindset, allowing you to investigate challenges, identify solutions, and translate complex information into actionable recommendations.

You understand that delivering customer value goes beyond building relationships. It’s about helping customers effectively leverage technology, optimize their workflows, and achieve measurable business outcomes.

You thrive in a fast-paced, evolving environment where technology, AI, and customer needs are constantly changing.

You Will:

• Drive customer value and retention – Help customers maximize their investment in Fello by driving product adoption, improving utilization, and supporting long-term success.
• Demonstrate measurable customer success – Leverage platform analytics, engagement metrics, and performance data to demonstrate ROI, identify opportunities for improvement, and reinforce the value of Fello.
• Be a technical, solution-focused partner – Investigate customer challenges, troubleshoot platform issues, identify potential root causes, and drive solutions through resolution, collaborating with technical teams when needed.
• Optimize AI-powered workflows – Help customers effectively leverage Fello’s AI capabilities, automation, integrations, and platform configurations to improve efficiency and performance.
• Provide strategic guidance and coaching – Understand customer business operations, identify process inefficiencies, and recommend practical changes that improve results.
• Proactively manage customer health – Monitor adoption, engagement, and performance trends to identify risks early and implement strategies that reduce churn.
• Collaborate and advocate – Partner with Product, Engineering, Support, and other internal teams to address customer needs, share actionable feedback, and improve the overall customer experience.

You Have:

• Proven experience in Customer Success, Technical Account Management, Solutions Consulting, or a related customer-facing SaaS role.
• Strong technical aptitude with hands-on experience navigating SaaS platforms, CRM systems, integrations, and automation technologies.
• Analytical and troubleshooting skills, including the ability to investigate technical issues, identify root causes, and recommend effective solutions.
• Familiarity with AI-powered technologies and their application in improving business processes and workflows.
• The ability to interpret customer data, product analytics, and performance metrics to develop actionable recommendations.
• A consultative approach to customer relationships, with the ability to understand business needs and influence positive outcomes.
• Excellent communication skills, including the ability to explain technical concepts clearly to nontechnical audiences.
• Strong organizational skills, a proactive ownership mindset, and the ability to manage competing priorities in a collaborative environment.

Preferred Qualifications:

• Experience supporting AI-powered SaaS products, particularly within real estate technology or marketing automation.
• Knowledge of real estate industry operations, sales workflows, and CRM best practices.
• Experience troubleshooting software integrations, data synchronization, or automated workflows, with familiarity in tools such as Zapier, API Nation, and custom email domain configurations being a plus.
• A demonstrated track record of improving customer retention, product adoption, or measurable business outcomes.

Our 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.