Customer Success Manager (US) at FutureFit AI in Remote

Come join our Customer Success team!

High velocity, high intensity, high trust, high bar, high impact, and a will to win.

If those words resonate deeply with you, this could be your next career move. We're seeking someone who leads with humility, pursues audacious goals, and is motivated by meaningful impact on people and the world.

At FutureFit AI, our core mission is to help more people get to better jobs faster and cheaper, with a specific focus on those facing barriers to opportunity. Our work helps resolve the growing issue of economic inequality, ensuring that no one is left behind in the future of work. Our AI-powered platform brings efficiency and insight to workforce development, replacing outdated systems and unlocking human potential at scale.

Ready to make an impact? Apply today.

Important note: Data shows that men typically apply when meeting 3/10 requirements, while women often wait until it's 10/10. We encourage you to apply if you see a strong (not necessarily perfect) fit.

Your Role

We’re seeking a Customer Success Manager (US) to join our team. You will own a portfolio of customers, be accountable for their success with our platform, and help drive the retention and expansion of their contracts.

What You’ll Own

• Build Deep Relationships: Develop and maintain strong relationships with key stakeholders in assigned customer accounts. Act as a primary point of contact and build trust through timely and proactive communication.

• Provide Comprehensive Support: Take ownership of key stages in the customer journey from implementation to ongoing support and success. You will be instrumental in positioning your partnerships for renewal and expansion and work cross-functionally to achieve your objectives, leveraging support from teammates across Customer Success, Growth, Product, and Engineering.

• Drive Platform Adoption: Provide guidance to customers to help them achieve their objectives while using our platform, whether they are looking to promote job seeker upskilling and employment, create capacity for workforce staff, help employers address talent shortages, or build more collaborative workforce ecosystems.

• Cultivate Product Expertise: Develop a deep understanding of our products and stay updated on new features and enhancements. Serve as a subject matter expert and provide guidance to customers on best practices, product utilization, and customization. Host calls with customers to gather feedback on features and enhancements in development.

• Identify Renewals and Upsell Opportunities: Proactively identify opportunities for customer renewals and upsells. Work closely with the sales team to drive customer expansion and revenue growth.

• Represent the Voice of the Customer: Play a vital role in shaping FutureFit AI's product roadmap and domain expertise by thoroughly understanding current and future customer requirements. Advocate for customer needs and requirements internally, ensuring that their feedback is not only heard but also acted upon.

Required Experience

• Proven ability to manage customer relationships and build long-term trust with key stakeholders.

• Track record of solving complex problems with structured thinking and a focus on outcomes.

• Experience leading customer meetings and communicating clearly with executives, staff, and technical teams.

• Background in managing multiple projects at once, keeping timelines, deliverables, and stakeholders aligned.

• Exposure to strategic planning, connecting daily work to broader customer and business goals.

• Experience handling sensitive conversations in a way that balances empathy with accountability.

• Ability to create effective presentations that simplify complex ideas for a range of audiences.

Bonus Points

• Comfort interpreting data and metrics to surface insights that inform adoption, renewals, and product feedback.

• The ideal candidate will have at least one of the following:

  • Consulting experience

  • Workforce development experience

  • Utility player at a technology and/or impact start-up of <100 team members
    

Our Tech Stack for Customer Success

• Product Comms: Intercom

• Internal Comms: Slack, Canny, Clarify, Miro

• Design: Lovable, Figma, Canva

• Analytics: Heap, Looker

Your Education

Your alma mater isn’t our focus. Your grit, hunger, and drive are. If you learn continuously, tackle challenges head-on, and know your strengths and gaps intimately—you’re our person.

Location

This role is remote in the US. Our team is based in New York City and those located close to our office are welcome to come in on a hybrid schedule to our office at 18 W 18th Street.

Travel Expectations

Although this role is remote, you may be expected to travel up to once per quarter.

Compensation

The base salary range for this role is $80,000 - $120,000. This range reflects the varying levels of expertise and responsibilities that will be determined through the interview process, based on applied experience and other criteria established by the hiring committee.

Hiring Journey

At FutureFit AI, our hiring process is designed to help you assess whether this role and our culture are the right fit based on your unique skills, mindset, and experiences. We move fast and work with intensity, so we want you to get a real sense of that from the start.

Each journey includes a mix of interviews and a performance challenge. For this role, that might look like:

1. Online Application

2. Initial Screen with Director of People & Culture

3. Interview with Hiring Manager

4. Performance Challenge

5. Final 1:1 Interviews

6. Final Decision

Generally, this entire process takes around 6 weeks, although the timing can vary due to specific candidate circumstances.

Ready to shape the future of work?

At FutureFit AI, we're not just building a company—we're transforming how talent and opportunity connect. Join our driven team united by a commitment to job seekers and the workforce ecosystems we serve.

Company Snapshot:

• Team: 30-50 across US and Canada (hubs in NYC and Toronto)

• Customers: Workforce development agencies and intermediaries, government agencies, employers

• Industry: SaaS/AI technology

• Funding: Bootstrapped 0-1, then raised funding led by JP Morgan

• Structure: Growth, Customer Success, Product, Engineering, Data, People & Culture, Finance & Operations

Our Core Principles

• Be Curious

• Drive to Outcomes

• Raise the Bar

• Speed Matters

• Own It

• We Over Me

Use of AI in Hiring

At FutureFit, we use artificial intelligence (AI) tools to make our hiring process more efficient, consistent, and equitable—never to replace human judgment. We use AI in the following ways:

• Screening support: AI may help us compare applications against the skills and experience required for a specific role. These skills are defined by the hiring team for each position. A human reviews each application, with the AI assessment as just one input.

• Interview support: In some interviews, we may use an AI notetaker to summarize the discussion so interviewers can focus on being present in the conversation.

• Insights, not decisions: AI provides data points to support our team’s evaluation but does not make or recommend final hiring decisions. Every hiring decision is made by people.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.

© FutureFit AI All rights reserved, we are proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other applicable legally protected characteristics. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.