The Role

The Customer Success Manager (CSM) ensures overall customer relationship health and satisfaction by advocating for the customer, driving user adoption, building a strategic roadmap, providing best practices related to the industry and Fusion’s solutions, and ensuring a positive Net Promoter Score (NPS). By ensuring success at all stages in the customer journey, the CSM is a key contributor to contract renewals as well as cross-sell and upsell opportunities.

Key responsibilities of this role:

Customer Journey

• Build and maintain strong relationships with key stakeholders and decision-makers within assigned accounts, both internal and external
• Understand customer goals, priorities, challenges, and pain points to effectively position Fusion’s products and services to achieve overall account growth
• Drive customer adoption, retention, and expansion by proactively identifying upsell and cross-sell opportunities
• Monitor customer engagement and proactively implement success strategies to maintain strong customer health
• Serve as the voice of the customer to provide feedback and insights to internal teams for product enhancement and innovation
• Conduct regular business reviews with customers to assess satisfaction, identify areas for improvement, and measure success against defined key performance indicators

Best Practices

• Stay current on Fusion products and services, industry trends, best practices, and the competitive landscape to provide appropriate guidance and input to customer strategy and priorities
• Participate in industry and customer events through speaking engagements and facilitation of panel discussions

Knowledge, Skills, and Abilities

• Results-oriented mindset with a strong sense of ownership and accountability
• Tenacious spirit with a positive, customer-centric focus
• Excellent verbal/written communication, organizational, and presentation skills with the ability to actively listen, effectively engage and influence stakeholders at all levels of an organization
• Well-developed analytical and problem-solving abilities to identify customer needs and drive appropriate solutions
• Curious nature with a passion for continual learning and quickly building product knowledge
• Willingness to travel up to 25% of the time

Qualifications (Education and Certifications)

• Bachelor’s degree or 3+ years of equivalent experience
• At least one of the following certificates is preferred:
• Disaster Recovery Institute (DRI):
• ABCP (Associate Business Continuity Professional)
• CBCP (Certified Business Continuity Professional)
• Business Continuity Institute (BCI):
• CBCI (Certificate of the Business Continuity Institute)
• 2+ years of demonstrated success in a customer relationship role, preferably with a SaaS company
• Familiarity with AI tools and a willingness to incorporate them into day-to-day work to improve efficiency and effectiveness.

Milestones for the First Six Months

In one month, you’ll:

• Meet the following teams: Customer Success Team, Account Manager’s aligned with assigned portfolio, PS Delivery Managers, Support and Enhancement, Product and Marketing.
• Begin assessing and managing a designated client portfolio by ensuring alignment, assuming accountability, and facilitating regular client meetings
• Shadow other Customer Success team members to familiarize yourself with Fusion CS tools and processes
• Commence onboarding and training for Fusion products, which includes reviewing recommended recordings, engaging with a 7-part product curriculum, and exploring Top Customer spotlights.

In three months, you’ll:

• Analyze and understand the metrics, individual objectives, and MBOs (Management by Objectives) for the Customer Success Team as well as individual team members.
• Conduct mock roadmap sessions to assess comprehension and the ability to perform client-facing roadmap session
• In six months, you’ll:
• Proactively oversee and handle all customer success activities for assigned portfolio of clients.
• Attend at least one Fusion event (RUG, compass, etc.)
• Effectively manage all client escalations within assigned portfolio.

Disclaimers:

This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.

Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.