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The role involves designing customer success strategies, driving adoption of AI features, managing onboarding, analyzing user data, and collaborating cross-functionally to improve customer experience.

The Senior Manager of Scaled Customer Success will define and execute customer success strategies, build and lead a team, and improve retention and revenue through analytics and automation.

Build and deploy autonomous AI agents and internal copilots that research, enrich, reason, and execute GTM workflows. Implement RAG with embeddings and vector DBs, integrate agents with HubSpot and internal systems, automate data pipelines and scraping, and own agent systems end-to-end from prototype to production.

As a Senior Technical Writer at Fello, you will manage the knowledge base, collaborate across teams, create clear documentation, and optimize content for AI.