Enterprise Customer Success Manager

About FountainWhen you join the Fountain team, you become part of the leading enterprise solution for frontline workforce management. Fountain’s automated, customizable platform provides a seamless applicant experience for workers, while ensuring organizations can scale and manage their frontline talent.We’ve helped hundreds of companies like UPS, CLEAR, Stitch Fix, GoPuff, Fetch, and sweetgreen to hire, onboard, and manage over 14 million workers in more than 75 countries.In 2022, we closed $185M in our Series C, led by SoftBank and B Capital.Join our growing team of highly collaborative, ambitious, and forward-thinking Fountaineers as we empower our hundreds of customers and millions of frontline workers around the world.Let’s elevate frontline work together.About the jobFountain’s Customer Success teamAs an Enterprise Customer Success Manager at Fountain you will build relationships with some of the biggest brands in the world. You are a trusted advisor focused on driving mutually successful outcomes and delivering ROI. Our team’s mission is to drive outsized outcomes and build, deepen and grow relationships with our customers by:Understanding their current and future business goals and challengesLeveraging our recruiting and technology expertise to share insights and best practicesCommunicating the value of these solutions to their team and executivesWhat you’ll be doingSelf-sufficient management of 5-15 Enterprise accountsActively ensure there is a clear roadmap and account plan for your strategic accounts to drive long-term account growth and successSupport and enable customers with regular executive touchpoints and develop meaningful relationships to optimize product adoption and customer valueRepresent the customer voice with internal product roadmap decisionsEnsure customer wellbeing by monitoring customer health, driving customer adoption, driving KPI improvement, and acting as an escalation point for customer issuesDevelop data-driven QBRs and account plans for customers that outline critical customer goals, metrics for success, potential issues, and provide best practices and recommendationsBe a strategic partner and thought leader for your customers by providing hiring and workforce management industry insights and best practices. Be a change management champion by helping your customers evolve their recruiting strategies, processes, and workflowsProvide training and insights on how to optimize their usage of Fountain.Interact with clients via email and zoom to gather project requirements, communicate strategies, report back the tracking milestones and success, and manage budgetary allowancesCreate, outline, and maintain updates on project plans, document milestones, manage the budget, and contribute to client success storiesCollaborate with internal teams (sales, product, engineering, marketing), advocating on behalf of your customersUse your insights and innovations working with customers to lead team projects which improve the experience for all customersPlease expect to travel onsite for customer meetings 2-3x per quarterWhat you should bring8+ years in a customer-facing role (with at least 2 years in SaaS), with a preference of Enterprise Customer experienceA background in customer success and/or account management, developing holistic strategies to guide complex organizations towards measurable business outcomes.Project management as a strength and experience leveraging internal resources and stakeholders to execute against deadlines within a complex organization.Experience with executive stakeholder relationship management up to C-levelStrong attention to detail, effective time management, and organizational abilitiesFamiliar with concepts revolving APIs and integrationsCurious, eager to learn the industry and productStrategic thinker with a knack for identifying creative solutionsProven ability to operate effectively in a fast-paced environment and adapt quickly to changeDemonstrated ability to quickly learn new technologies and reporting platformsStrong analytical skills, preferably with experience using LookerNice to havesUnderstanding of key CS concepts such as customer journey, milestones, handoffs, escalations, churns, and maintaining a book of business Experience handling renewal conversations and commercialsHow We Use AI on This TeamAt Fountain, we believe Agentic AI is a force multiplier for customer success teams. The Enterprise CSM role is expected to actively use Agentic AI tools to work smarter, not just faster. Here is what that looks like in practice:Meeting efficiency: Use AI to transcribe, summarize, and extract action items from customer and internal calls, reducing manual note-taking and ensuring nothing falls through the cracksProject documentation: Draft status reports, risk summaries, and stakeholder updates with AI assistance, then refine for accuracy and tone before distributingWorkstream visibility: Apply AI tools to synthesize activity across multiple concurrent projects and flag potential timeline conflicts or blockers proactivelyData Analysis: Using AI to analyze and synthesize customer data into actionable reports; and delivering meaningful metric-backed recommendationsKnowledge management: Leverage AI to help maintain and improve playbooks, ensuring documentation stays current as processes evolveComfort with AI-assisted workflows is expected. Experience with tools such as Claude, ChatGPT, Notion AI, or similar platforms is a plus. We are also strong users of the Fountain cross-platform Agent: Cue.Salary Range: $100,000 - $120,000K USD + bonus, depending on location and experience.BenefitsHealth InsuranceDental InsurancePaid Time Off (PTO)Paid HolidaysSick LeaveRemote WorkProfessional DevelopmentParental LeaveVision InsuranceEven if you do not meet all the requirements above, we still encourage you to apply for this position. While we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points. What do you have to lose?Fountain offers an incredibly unique work environment. We employ a diverse team all over the world. Each Fountaineer is given the freedom to do their best work from wherever they choose. We also understand the importance of in-person connections and hold in-person meetings with your team and meet annually as an organization to build our relationships and focus on the future of moving Fountain Forward. The benefits we offer in the United States include competitive health plans and a retirement plan. Some Fountain-wide perks offered to all employees across the globe include a flexible vacation policy, paid holidays, monthly lunch stipends, annual allowances for ongoing education related to your profession and career advancement, along with home office, cell phone, and wellness reimbursements. Fountain is a global employer, so some benefit offerings will vary from country to country.Fountain is proud to be an equal opportunity workplace. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.By submitting an application, you confirm that you have read our Privacy Policy and agree that we may process and retain your personal data for the purpose of recruitment in accordance with applicable data protection laws.#LI-Remote