Fountain’s Customer Success team. As 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: (1) Understanding their current and future business goals and challenges; (2) Leveraging our recruiting and technology expertise to share insights and best practices; (3) Communicating the value of these solutions to their team and executives. What you’ll be doing:- Self-sufficient management of 5-15 Enterprise accounts- Drive long-term account growth and success with clear roadmaps and plans- Support and enable customers with executive touchpoints and relationships to optimize adoption and value- Represent the customer voice in internal product roadmap decisions- Ensure customer wellbeing by monitoring health, driving adoption and KPI improvement, and acting as an escalation point- Develop data-driven QBRs and account plans outlining goals, metrics, issues, and best practices- Be a strategic partner by providing hiring and workforce management industry insights and leading change management- Provide training and insights on optimizing usage of Fountain- Interact with clients via email and Zoom to gather requirements, communicate strategies, track success, and manage budgets- Collaborate with internal teams, advocating for customers and leading team projects to improve the experience for all What you should bring:- 8+ years in a customer-facing role (2+ in SaaS), preferably Enterprise customers- Background in customer success/account management guiding complex orgs to measurable outcomes- Strong project management; experience leveraging internal resources to meet deadlines in complex orgs- Experience managing executive stakeholder relationships up to C-level- Attention to detail, strong time management and organizational skills- Familiar with APIs and integrations; curious and eager to learn- Strategic thinker; effective in fast-paced, changing environments; quick to learn new tech and reporting platforms- Strong analytical skills (preferably Looker) Nice to haves:- Understanding of CS concepts (journey, milestones, handoffs, escalations, churn, book of business)- Experience handling renewals and commercials How We Use AI on This Team:- Meeting efficiency: use AI to transcribe, summarize, and extract action items- Project documentation: draft status, risk summaries, and stakeholder updates with AI assistance- Workstream visibility: synthesize activity across projects and flag conflicts/blockers- Data Analysis: analyze and synthesize customer data into actionable reports- Knowledge management: maintain and improve playbooks with AIComfort with AI-assisted workflows is expected; experience with Claude, ChatGPT, Notion AI, etc., is a plus. We also use the Fountain cross-platform Agent: Cue. Salary Range: $100,000 - $120,000K USD + bonus, depending on location and experience.