Apply on Employer Site

Fusion Risk Management · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Entry, Mid Level

$100K/yr - $120K/yr

2+ years exp

Fusion Risk Management is a fast-growing, innovative company committed to fostering a supportive, inclusive environment. The Customer Success Manager (CSM) ensures overall customer relationship health and satisfaction by advocating for the customer, driving user adoption, and building a strategic roadmap for success.

AdviceRisk ManagementSoftware

Comp. & Benefits

Hiring Manager

Leo LaCamera

Responsibilities

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

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

Qualification

Customer relationship managementSaaS experienceBusiness continuity certificationAnalytical skillsCommunication skillsCuriosityWillingness to learnStakeholder engagementProblem-solving skillsPresentation skillsOrganizational skillsCustomer-centric focusTeam collaboration

Required

Bachelor's degree or 3+ years of equivalent experience

2+ years of demonstrated success in a customer relationship role, preferably with a SaaS company

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

Preferred

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)

Familiarity with AI tools and a willingness to incorporate them into day-to-day work to improve efficiency and effectiveness