Customer Success Manager (Remote, U.S.)

FusionAuth is a provider of customer identity and access management software. The Customer Success Manager will own a portfolio of accounts across the customer lifecycle, driving adoption, retention, renewals, expansion, and advocacy. The role also involves partnering cross-functionally, representing customer needs internally, and using data to improve customer outcomes.

Responsibilities:

• Own a portfolio of accounts across their full lifecycle with FusionAuth
• Drive customer health and adoption by proactively monitoring adoption metrics, addressing risks, and delivering personalized engagement so customers realize the full value of FusionAuth
• Manage renewals by owning the process from start to closure, ensuring timely processing with an eye toward future customer needs
• Grow your portfolio by understanding customer use cases and goals, identifying expansion opportunities, and partnering with sales and marketing to execute
• Build customer advocacy by capturing case studies, referrals, and best practices that improve the experience for the broader customer base
• Ensure accurate revenue forecasting by maintaining updated renewal and expansion forecasts and keeping CRM records current
• Apply a portfolio mindset to define engagement strategies aligned to both FusionAuth and customer business objectives, using data and insights to prioritize and scale your activities
• Know the product deeply enough to partner with customers on adoption strategies, identify growth opportunities, and deliver meaningful business reviews tied to customer outcomes
• Represent your customers internally by bringing their objectives and feedback to the product team, and giving them visibility into FusionAuth's roadmap and strategy
• Partner with support, sales, and product to ensure a cohesive customer experience from onboarding through renewal

Requirements:

• 3+ years of experience in Customer Success, Account Management, Sales, or related roles in a B2B organization, including ownership of customer retention and growth goals
• Familiarity with CRM and CS platforms such as Salesforce, Gong, or similar tools
• Strong technical aptitude. Able to quickly learn and credibly explain complex technology concepts, and to partner with customers on adoption and solution strategies
• Customer-centric communicator: equally comfortable presenting to a developer and an executive, with the empathy and clarity to meet each where they are
• Data-driven problem solver: curious by nature, able to identify patterns across a portfolio, and skilled at prioritizing and addressing customer risk and opportunity
• Proven ability to grow accounts by uncovering new use cases and confidently navigating commercial conversations through to close
• Highly organized and self-directed; able to manage competing priorities in a fast-paced environment with strong attention to detail and consistent follow-through
• Growth mindset. Open to feedback, committed to continuous improvement, and eager to grow with FusionAuth as we scale
• Applicants must be authorized to work for any employer in the U.S
• We are unable to sponsor or assume sponsorship of an employment Visa at this time