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