Customer Success Manager

Role description

The Customer Success Manager (CSM) owns the post-onboarding relationship for a high-volume portfolio of accounts across all verticals, ensuring clients receive exceptional service enabling the full value of Fathom’s products. By owning an efficient, one-to-many customer success model, the CSM will ensure a positive and seamless customer journey through proactive support, automated usage tracking, and scaled feedback loops.

Working under supervision from senior members of the Customer Experience (CX) team, the CSM acts as the internal Subject Matter Expert (SME) for the Engineering vertical. The role requires working closely with sales, marketing, technical teams, and other internal stakeholders to maintain CX data in CRMs, streamline data access, and identify new opportunities for product usage and improvements.

Responsibilities

• Owning the post-onboarding customer journey and relationship management for a high-volume portfolio of accounts across all verticals.

• Implementing a scaled, one-to-many customer success strategy to ensure consistent, high-quality support and value realisation across a wide client base.

• Driving feedback at scale through surveys, usage tracking, and dashboarding

• Maintaining and optimising CX data and processes within CRMs, ensuring cross-functional alignment.

• Serving as the internal Subject Matter Expert (SME) for the Engineering vertical, understanding client needs to provide relevant recommendations.

• Supporting the customer support function and providing training to customers and partners.

• Acting as a customer advocate within Fathom by proactively feeding customer input into the product development process and supporting product testing.

Skills and experience

Must have

• Minimum two years experience in a customer success, or closely related, role.

• Experience driving customer success at scale (one-to-many), including building dashboards, tracking usage, and monitoring health scores.

• Proficiency in CRM management and maintaining Customer Experience (CX) data.

• Strong customer-facing communication skills including empathy, active listening, and strong problem-solving abilities.

• Highly organised, self-motivated, and skilled at managing competing priorities.

• Attention to detail.

Desirable

• Experience working within a SaaS or DaaS (Data-as-a-Service) business.

• Experience in environments with long sales cycles and high-value product offerings.

• Background, knowledge, or previous experience working within the Engineering sector.

• Geographical information system (GIS) experience.

• Coding experience (Python / R).

• Experience using, and supporting customers using, APIs.