Fusion Risk ManagementRemote
Customer Success Manager
United States of America
Full-time
2 weeks ago
$100,000 - $120,000 USD
H1B Sponsor
Key skills
Customer relationship managementSaaS experienceBusiness continuity certificationAnalytical skillsCommunication skillsCuriosityWillingness to learnStakeholder engagementProblem-solving skillsPresentation skillsOrganizational skillsCustomer-centric focusTeam collaborationAISaaSRisk ManagementCommunicationPresentation SkillsCustomer Success
About this role
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.
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
Requirements:
- 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
- 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