Customer Success Manager

We are hiring for a Customer Success Manager (CSM) role at Futurum, an AI-native technology research firm, where the product is high-value AI-driven research, analyst access and engagement, and related Intelligence Platform subscriptions.

We aren't just looking for a "support" person; we are looking for a strategic partner to bridge the relationship between our subscribers, analyst team, and sales team. Our guiding light is to ensure our client contracts are fulfilled and that clients realize the value of their original objective in engaging with Futurum.

Since our customers are technology vendors (often sophisticated and with their own CS teams), our candidate needs to speak their language. Here are the specific criteria we should prioritize:

1\. Outcome-based Focus

Technology vendors don't just want to "use" a subscription; they want that subscription to help them hit their KPIs (e.g., Lead Gen, Market Share, Thought Leadership).

The Criterion: Can the candidate map a research report or an analyst briefing to a client's specific business objective?

Looking for: Experience in Consultative Sales or Account Management where you didn't just sell a tool, but solved a business problem. Do you have experience in working with analyst relations teams who have a "big picture" view of their organization's priorities and needs?

2\. "Analyst-Level" Content Fluency

In a research-based subscription, the CSM person is the gateway to our experts. If our CSMs don't understand the difference between Hybrid Cloud and Edge Computing (for example), they can't effectively advocate for the client.

The Criterion: A natural curiosity for tech trends and the ability to summarize complex analyst insights into "digestible" value for the client.

Looking for: Candidates who can explain a tech concept simply and match client inquiries to specific practice areas and research.

3\. Proactive Engagement vs. Reactive Support

In a subscription model, the "danger zone" is the middle of the contract, where the client stops logging in.

The Criterion: Do you have a history of "Success Planning"? Have you offered value before the client asks for it?

Looking for: Mastery of Customer Health Scores. "How do you handle an account where usage has dropped but they haven't complained?"

4\. Expansion \& Renewal Mindset

While Sales might close the deal, the CSM person "keeps it sold."

The Criterion: The ability to identify Upsell/Cross-sell opportunities naturally. If a client loves the research and the analyst, can the CSM identify whether they also need a custom webinar or a video project?

Looking for: Experience with Net Dollar Retention (NDR). The candidate should understand that their job is to grow the account, not just to assist with renewal.

We offer a competitive and thoughtfully designed benefits package to support your health, financial well-being, and work-life balance. This includes comprehensive medical, dental, and vision coverage, employer-funded HSA contributions, 401(k) matching, unlimited PTO, and more.

• Offer medical, dental, and vision insurance plans. HSA with company contribution.
• 401(k) Matching: A competitive 401(k) plan with a company match.
• Unlimited/Generous PTO: A "discretionary", unlimited time-off policy.
• Global Virtual-First/Hybrid Work: A remote-first model, providing flexibility for staff to work from home.
• Performance-Based Incentives: Beyond base salary, this role has a significant bonus structure tied to role-based and company targets.

Salary: $95-110K \+ quarterly \& annual bonus