Digital Customer Success Manager

ABOUT FATHOM

We think it's insane that so many people and businesses rely on notes to remember and share insights from their meetings.

Notes are time-consuming and stressful to create while trying to hold a conversation. Even when done well, notes are a poor solution compared to hearing something first-hand.

We started Fathom to rid us all of the tyranny of note-taking, and people seem to really love what we've built so far:

#1 Highest Satisfaction Product of 2024 on G2

#1 Rated on G2 with 4,500 reviews and a perfect 5/5 rating

#1 Product of the Day and #2 AI Product of the Year

Most installed AI meeting assistant on both the Zoom and HubSpot marketplaces

We're hitting usage and revenue records every week

We're growing incredibly quickly, so we're looking to grow our small but mighty team.

WHY YOU SHOULD JOIN US

• Opportunity for impact. We're established enough to ship instead of fighting fires and early enough that your work will have a real impact.

• Opportunity for learning. You'll work with an experienced team that has scaled Customer Success organizations from Series A to IPO. We love sharing what we've learned along the way.

• Startup experience. You'll see how we build and optimize processes while working closely with our CEO, a 2X Founder with a background in computer science and product design.

• We embrace being fully remote. We schedule meetings sparingly and instead heavily use async comms (Slack, Notion, Loom)
  
  

ROLE OVERVIEW

We're seeking an experienced Digital Customer Success Manager/Onboarding Specialist to develop and execute scaled customer initiatives and client onboarding strategies. In this role, you'll manage a high volume of customer accounts, guiding them through onboarding, driving product adoption, and ensuring they achieve measurable value. You'll be responsible for designing the playbook, driving successful customer launches, and laying the foundation for a scalable post-sales motion. This is an ideal role for someone excited by ambiguity, energized by customer interaction, and capable of wearing multiple hats. You'll work closely with customers, support, sales, marketing and customer success to bring our AI solution to life for our customers.

HOW YOU'LL HELP US WIN

We're ready to expand our Scale Success / Customer Education team to support our rapidly growing user base. We are looking to hire tech-savvy, experienced team to play a key part in delivering exceptional customer experiences. Join us as we continue to grow

Onboarding & Implementation

• Guide new customers through onboarding, ensuring a smooth and efficient setup experience.

• Conduct kickoff sessions, product trainings, and Q&A webinars for multiple customers simultaneously.

• Develop and maintain scalable resources (guides, videos, templates) to streamline onboarding.

Customer Success & Adoption

• Serve as the main point of contact for a portfolio of customers, with a focus on scaled engagement models (webinars, office hours, email campaigns, community forums).

• Proactively monitor product usage, identify adoption gaps, and design outreach campaigns to address them.

• Collaborate with Product, Sales, and Support teams to ensure customer needs are met.

Process & Scale

• Build repeatable processes that allow us to efficiently serve hundreds of customers.

• Partner with Marketing and Operations to design customer education programs and lifecycle communications.

• Gather and synthesize customer feedback to improve onboarding and success journeys.
  

REQUIREMENTS:

• 2-4 years of experience in Customer Success, Onboarding, Implementation, or a related client-facing role (ideally in SaaS).

• Strong communication and presentation skills, with the ability to engage diverse audiences.

• Highly organized, able to manage multiple accounts and priorities simultaneously.

• Experience with scaled engagement programs (webinars, knowledge bases, automated campaigns) is a plus.

• Comfortable analyzing customer data to drive recommendations and actions.

• Empathetic, customer-first mindset with a proactive approach to problem-solving.

• A bias for action, comfort with ambiguity, and passion for creating structure in a fast-moving environment

• Entrepreneurial mindset: resourceful, low-ego, and mission-driven

• Experience in a startup environment is highly desirable

WHAT'S IN IT FOR YOU

• The opportunity to shape the foundational software services of a growing AI star

• A role that balances innovation and incremental improvement

• A dynamic and collaborative team

• Competitive compensation and benefits

• A supportive environment that encourages innovation and personal growth

ABOUT THE INTERVIEW

You'll meet the entire team Scale CS team, as well as CS leadership. We think it's important that you get to meet everyone you'll be working with.

No bullshit. Ask us anything you like. We've never understood why companies pretend they're something that they're not in the hiring process - you're going to find out eventually so we'd rather you know who we are up front so we can both make sure this is a good fit for all involved.

Quick turnaround time. We know you have lots of options so we move fast usually in less than a week from start to finish.

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