Client Services Director (Customer Experience)

Launched in 2018, Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents resolve billions of monthly support issues. The company has raised $115M+ in venture funding from top investors, including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures, G2 has recognized Forethought as a High Performer in 2024 and Mid-Market Leader, Best Est. ROI, and Easiest to Do Business With in Customer Support for 2025.

We are tackling a $30B+ market opportunity, and we’re assembling a world-class team to help us get there. We are seeking a dedicated Engagement Manager to join our dynamic team. As an Engagement Manager you will play a critical role in the successful deployment and of our projects and onboarding of our clients. This role requires a combination of technical expertise, customer-centric approach, and problem-solving skills to ensure smooth implementation and customer satisfaction.

Apply now to join our team and help us deliver exceptional solutions to our clients.

Onboard, Implement and successfully deliver projects for recently signed customers

Conduct project kickoff meetings, training sessions, and workshops with clients to facilitate understanding of the platform and project scope.

Develop detailed project plans, timelines, and deliverables in alignment with client expectations and company objectives.

Serve as the primary point of contact for clients throughout the implementation process, providing regular updates, addressing concerns, and managing expectations.

Coordinate cross-functional teams, including Solution Engineers, Implementation Consultants, Developers, and Sales

Identify and mitigate risks, issues, and dependencies that may impact project timelines or deliverables.

Monitor project progress, track key performance indicators (KPIs), and provide regular status reports to stakeholders.

Drive post-implementation reviews and lessons learned sessions to gather feedback and identify areas for improvement.

Analyze and decipher customer pain points, designing solutions that align with the desired outcomes.

Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field.

• Proven experience in project management or implementation roles within the SaaS industry, (preferably in customer support or CRM)
• Strong understanding of project management methodologies, tools, and techniques
• Technical background and ability to grasp complex concepts related to software architecture, APIs, and integrations.
• Demonstrated ability to manage multiple projects simultaneously in a fast-paced environment, while maintaining attention to detail and quality.
• Customer-focused mindset with a passion for driving positive customer experiences and outcomes.