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Customer Success Manager

Full Time

Website Fond

Fond is a SaaS platform that seamlessly consolidates employee rewards and recognition processes into one easy-to-use solution. With Fond, employees and managers can recognize each other, redeem rewards, access exclusive corporate discounts, and measure success so HR departments spend less time managing programs and more time driving results. Some of our current customers include Salesforce, Weight Watchers, Instacart, plus hundreds of others. Fond is funded by investors including DCM Ventures, Andreessen Horowitz, Y Combinator, and SV Angel. If you want to be part of the team that delivers industry-leading engagement and recognition capabilities for top companies, Fond is for you! 
Our team is guided by two important core values: 
• Help customers succeed
• Help each other succeed 
As a Customer Success Manager, you will be responsible for activities spanning from on-boarding, goal setting and metric management, to ensuring engagement, retention, and negotiating up-sells. You will have an in-depth understanding of customer’s overall business needs and possess the ability to identify and articulate how Fond can enhance their business goals. Serving as an employee happiness expert, the right candidate is truly passionate about customer advocacy. This is an exciting opportunity to drive the success of our customers and, furthermore, directly impact the growth of Fond.


  • Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, increasing user acquisition and engagement, and ensuring retention and up-sells
  • Establish a trusted/strategic advisor relationship with each enterprise customer and continuously articulate the value of Fond
  • Improve customer satisfaction by understanding a customer’s business needs, setting in place actionable next steps and increasing engagement
  • Conduct regular QBRs and business reviews to ensure engagement and growth
  • Track accounts to identify churn risk and work proactively to eliminate that risk
  • Close renewal business, meeting or exceeding quota and identify and/or develop up-sell opportunities
  • Collaborate closely with internal teams including Marketing, Sales, and Vendor teams in order to identify potential opportunities

Required Skills

  • 3+ years of professional experience
  • 1 year in a SaaS environment
  • Salesforce or similar CRM experience
  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
  • A proven track record of success building strong relationships with key stakeholders
  • Motivated self-starter with understanding of key customer success concepts and passion for working with customers
  • Excellent verbal and written communication and negotiation skills, with the ability to persuasively articulate Fond’s product offerings and business value to customers

Bonus Skills

  • B2B SaaS experience a plus
  • Solution-oriented consulting experience
  • The drive to continually exceed goals
  • Bachelor’s or other advanced degree

Fond Benefits

  • Access to a Fond account
  • Competitive salary and equity package
  • Great culture and team camaraderie
  • 100% Employee premium coverage on Health, Dental, and Vision insurance
  • Flexible Vacation Policy
  • Macbook Air
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