Job Description

CUSTOMER SUCCESS MANAGER

Type: Full-time, exempt

Experience: Mid level

Location: Remote - Hybrid / Philadelphia, PA

Who is Forecasa?

Forecasa is an early stage tech company based in Philadelphia that provides enterprise B2B SaaS business intelligence solutions to the Real Estate / Mortgage Lending space. We specialize in aggregating disparate public data and then develop advanced technologies to clean, normalize, and visualize this information, enabling our customers to plan and execute strategic business decisions.

Why this position?

The Customer Success Manager plays a pivotal role in driving customer retention, loyalty, and satisfaction by ensuring users maximize the value of our services through strategic engagement. As a key member of the Customer Success team, this role focuses on enhancing the customer experience, fostering long-term relationships, and guiding users to fully leverage our solutions.

Reporting to the Managing Director of Customer Success, the Customer Success Manager will collaborate closely with teams across Sales, Product, and Executive Management to promote user adoption of existing solutions and provide valuable customer insights that inform product development and enhancements.

This is a 100% remote position with occasional travel. Forecasa is headquartered in Philadelphia, PA.

What will it take?

Responsibilities:

• Manage and maintain detailed record keeping in our Salesforce CRM for use in monitoring and reporting of customer KPIs
• Provide prompt and efficient support by engaging directly with customers via phone, video chat, and email
• Working with customers to understand product use to resolve their issues, and maximize their investments
• Create and maintain productive relationships with customers that result in renewed business

Desired skills and experience

• 2 - 5 years experience in Real Estate Lending in a customer facing role
• You have excellent written and verbal communication skills and can relay information clearly, thoughtfully, and concisely
• Highly organized with attention to detail
• Experience communicating with C-suite executives
• Be self-motivated with the ability to work independently in a fast-paced, remote work environment
• Have a proactive and creative approach to problem solving
• Be proficient in data management tasks utilizing tools like Excel, Google Sheets, Salesforce, Gong, ChiliPiper, etc.

Bonus points

• 3+ years of technical SaaS environment product support experience
• You have a bachelor's degree
• Experience with Salesforce 
• Experience with Google Workspace applications in combination with Gong and or ChiliPiper
• Experience with MailChimp or other email campaign technologies

We encourage you to apply for this role, even if you don't meet every qualification. Our candidates are reviewed on the basis of their skill and potential to succeed.

Our investment in you:

• Be part of a growing tech company with endless opportunity to grow your career
• Competitive base salary with variable compensation
• Company paid Medical, Dental, Vision, and Life benefits
• Laptop and monthly Phone & Internet Allowance
• Unlimited PTO
• Paid holidays

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