About Fello:

Fello is a profitable, hyper-growth, VC-backed B2B SaaS startup on a mission to empower businesses with data-driven intelligence. Our AI-powered marketing automation platform helps businesses optimize engagement, make smarter decisions, and stay ahead in a competitive market.

With massive growth potential and a track record of success, we’re just getting started. If you’re passionate about innovation and want to be part of an industry-defining team, Fello is the place to be.

About You:

You’re a process-obsessed, data-driven operator with a deep understanding of the post-sale customer lifecycle. You thrive at the intersection of systems, strategy, and service—and you love enabling Customer Success teams to do their best work. You’re proactive, precise, and passionate about improving retention, renewals, and expansion through streamlined workflows, clean data, and smart automation. You’re also energized by using AI and technology to eliminate friction, deliver insights, and help CSMs scale.

You Will:

Customer Lifecycle Enablement

• Build and maintain systems, workflows, and automations that support onboarding, adoption, renewal, and expansion.
• Define and enforce customer health scoring, lifecycle stages, and success plan workflows in the CRM (HubSpot).
• Own key Success process playbooks—hand-off from sales, CSM workflows, renewal tracking, and QBR enablement.
• Partner with CS leaders to optimize book-of-business assignment, coverage models, and territory logic.

Systems & AI-Powered Automation

• Own and optimize HubSpot as it relates to post-sale data, pipelines, and workflows.
  Configure and manage tools like HubSpot, Make/N8N, Catalyst, Vitally, ChurnZero, Orum, or others that support Success motions.
• Leverage AI tools to automate customer insights, flag risks, generate Success Plans or QBR prep materials, and streamline admin tasks.
• Build scalable systems for customer segmentation, lifecycle journey tracking, and renewal task automation.

Reporting & Forecasting

• Build dashboards and reports for CS leadership to track retention, expansions, onboarding velocity, and customer health.
• Own and maintain accurate forecasting for renewals and expansions in collaboration with Finance and Sales.
• Develop and improve leading indicators of churn or risk using historical and AI-derived signals.

Data Integrity & Governance

• Ensure customer and post-sale data is accurate, structured, and integrated across systems.
• Manage data hygiene processes, deduplication, and standardization across accounts and contacts.
  Establish clear data definitions and enforce documentation across CS operations.

Cross-Functional Collaboration

• Act as the operational bridge between Customer Success, Sales, Product, and Revenue Operations.
• Partner with SalesOps on seamless handoffs and lifecycle tracking.
• Partner with our onboarding teams to align implementation KPIs and timelines with CS processes.

You Have:

• 4–6+ years in Customer Success Operations, RevOps, or GTM Systems roles, with a focus on post-sale teams.
• Deep hands-on experience with CRM platforms (HubSpot required), CS platforms (Catalyst, Gainsight, ChurnZero, Vitally), and integration tools (e.g., Zapier, Tray.io).
• Must have functional knowledge of N8N or Make. 
• Strong understanding of SaaS customer lifecycles and Success KPIs—time to value, NRR, GRR, onboarding velocity, etc.
• Experience building automation, workflows, and playbooks that enable CSMs to scale.
• Analytical mindset with strong skills in Excel/Google Sheets, reporting tools, and AI-driven dashboards.
• Familiarity with prompt engineering or using tools like ChatGPT to generate communications, reports, or insight summaries (a plus).
• Excellent communicator and project manager; comfortable training teams and managing cross-functional initiatives.
• Detail-obsessed and able to thrive in ambiguity while building structured systems from scratch.

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 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.