Commercial Customer Success Manager

When you join the Fountain team, you become part of the leading enterprise solution for frontline workforce management. Fountain’s automated, customizable platform provides a seamless applicant experience for workers, while ensuring organizations can scale and manage their frontline talent.

We’ve helped hundreds of companies like UPS, CLEAR, Stitch Fix, GoPuff, Fetch, and sweetgreen to hire, onboard, and manage over 14 million workers in more than 75 countries.

In 2022, we closed $185M in our Series C, led by SoftBank and B Capital.

Join our growing team of highly collaborative, ambitious, and forward-thinking Fountaineers as we empower our hundreds of customers and millions of frontline workers around the world.

Let’s elevate frontline work together.

We’re looking for a Commercial Customer Success Manager (CSM) to manage a portfolio of commercial customers in a highly scalable, outcomes-driven Customer Success model. This is not a white-glove, high-touch Enterprise role — it’s designed for someone who excels at balancing volume, prioritization, and impact while still building strong, trusted customer relationships.

In this role, you’ll support customers through a mix of low-touch and consultative engagement, using defined processes, data, and product signals to drive adoption, retention, and expansion. Success comes from helping customers realize value efficiently and consistently — not from bespoke solutions or heavy customization.

As a Commercial CSM, you’ll partner closely with Account Managers, Sales, Support, and Product to ensure customers are successful, expanding, and advocating for our platform, while operating within a repeatable, scalable CS framework.

This is an individual contributor role reporting directly to the VP of Customer Success.

What You’ll Own

Your top priorities in this role are:

• Adoption & Value Realization
• Ensure customers are actively using the platform and realizing measurable business value tied to their goals
• Risk Identification & Churn Prevention
• Proactively identify risk signals, address adoption gaps, and build mitigation plans to protect retention
• Post-Implementation Success
• Own the customer journey post-go-live, ensuring a smooth transition from implementation to long-term success
  

What You’ll Be Doing

• Manage a book of business totaling ~$2M in ARR across customers ranging from $50K–$200K ARR
• Drive ongoing product adoption and customer outcomes through a mix of low-touch and consultative engagement
• Partner with Account Managers on shared renewals and forecasting
• Collaborate with Sales on expansion discovery and execution
• Conduct QBRs for larger or more strategic commercial customers
• Identify customer health trends using data, usage signals, and feedback
• Coordinate cross-functionally with Support, Product, Implementation, and Sales
• Educate customers on best practices, new features, and product capabilities
• Act as the voice of the customer, feeding insights and trends back to Product and leadership
• Occasionally travel for customer on-sites
  
  

What You Should Bring

• Minimum 3+ years of Customer Success experience supporting commercial or mid-market customers
• SaaS experience required
• Exposure to renewals, expansion
  
  

Nice To Have

• Talent Acquisition or HR experience
• Experience in our core industries (restaurants, retail, logistics, staffing/BPO)
• Implementation or onboarding experience
• Experience working in scaled or templated CS models is a plus
  
  

Salary Range: $80,000 - $125,000 + bonus depending on location and experience

Even if you do not meet all the requirements above, we still encourage you to apply for this position. While we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points. What do you have to lose?

Fountain offers an incredibly unique work environment. We employ a diverse team all over the world. Each Fountaineer is given the freedom to do their best work from wherever they choose. We also understand the importance of in-person connections and hold in-person meetings with your team and meet annually as an organization to build our relationships and focus on the future of moving Fountain Forward.

The benefits we offer in the United States include competitive health plans and a retirement plan. Some Fountain-wide perks offered to all employees across the globe include a flexible vacation policy, paid holidays, monthly lunch stipends, annual allowances for ongoing education related to your profession and career advancement, along with home office, cell phone, and wellness reimbursements. Fountain is a global employer, so some benefit offerings will vary from country to country.

Fountain is proud to be an equal opportunity workplace. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.

By submitting an application, you confirm that you have read our Privacy Policy and agree that we may process and retain your personal data for the purpose of recruitment in accordance with applicable data protection laws.

Fountain is the leading enterprise solution for frontline workforce management. The automated, customizable platform provides a seamless applicant experience for workers, while ensuring organizations can scale and manage their frontline talent. Fountain has helped hundreds of companies like UPS, CLEAR, Stitch Fix, GoPuff, Fetch, and sweetgreen to hire, onboard, and manage over 14 million workers in more than 75 countries. In 2022, Fountain closed $185M in Series C funding, led by SoftBank and B Capital. Fountain offers a unique work environment with a diverse team worldwide and benefits including competitive health plans and retirement plans in the US, flexible vacation policy, paid holidays, monthly lunch stipends, education allowances, home office, cell phone, and wellness reimbursements.