The Role

The Principal Customer Success Manager (CSM) is responsible for ensuring overall client relationship health and satisfaction for key enterprise customers by driving user adoption, providing thought leadership related to the industry and Fusion's solutions to encourage expansion, and resolving issues and escalations to ensure retention. The CSM is also a key contributor to contract renewals and cross-sell/upsell opportunities by conducting strategic planning and roadmapping of priorities to identify the customers' key drivers for success.

Key responsibilities of this role:

Customer Journey

• Build and maintain strong relationships with key stakeholders and decision-makers within assigned accounts
• Understand customer goals, priorities, challenges, and pain points to effectively position Fusion's products to achieve overall account growth
• Drive customer adoption, retention, and expansion by proactively identifying upsell and cross-sell opportunities
• Manage customer health and drive action plans to bring dissatisfied clients back to a level of high satisfaction
• 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

Thought Leadership

• Stay current on industry trends, best practices, and the competitive landscape to provide appropriate guidance and input to customer strategy and priorities
• Author and contribute to blogs, white papers, and articles
• Participate in industry and customer events through speaking engagements and facilitation of panel discussions

Milestones for the First Six Months 

In one month, you will:

• Analyze metrics and trends to identify top five accounts with growth potential and establish plans to add value with upsell and cross-sell opportunities
• Review customer health scores to identify potential at-risk accounts and drive mitigation plans to ensure retention

In three months, you will:

• Determine likelihood of growth for all assigned accounts and develop action plans for expansion and adoption, focused on those accounts with the highest potential
• Demonstrate a deep understanding of the customers' business objectives and desired outcomes with documented success plans for assigned accounts with medium or higher growth potential

In six months, you will:

• Conduct business reviews with key customers to assess satisfaction and lead initiatives to address any challenges
• Contribute industry expertise to at least one customer event by leading a session, participating in a roundtable discussion, or otherwise establishing yourself as a thought leader in a field relevant to Fusion's solutions

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 effectively engage and influence stakeholders at all levels of an organization
• Proven track record of successfully managing enterprise-level customer accounts and delivering results
• 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 in business, marketing, or a related field or 10+ years of equivalent experience; Master's degree preferred
• At least one of the following certificates is strongly 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)
• 7+ years of demonstrated success in a Customer Success or Account Management role, preferably with a SaaS company
• Salesforce or Gainsight experience is a plus