Job Information
Fusion Risk Management Customer Success Manager - UK in UK, United Kingdom
The Role
The Customer Success Manager (CSM) is responsible for ensuring overall client relationship health and satisfaction for enterprise customers by driving user adoption and resolving issues/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 demonstrating the value of Fusion’s solutions to solve customer needs and priorities
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 success calls and business reviews with customers to assess satisfaction, identify areas for improvement, and measure success against defined key performance indicators
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
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
Knowledge of global resilience regulations (e.g., DORA and Consumer Duty) is preferred
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 3+ years of equivalent experience; Master’s degree preferred
3+ years of demonstrated success in a Customer Success or Account Management role, preferably with a SaaS company
Salesforce and/or Gainsight experience is a plus
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
You must have evidence of right to work in the UK to be hired for this role.
Fusion Risk Management is dedicated to diversity in the workplace, and we are committed to treating all our employees and job applicants equally. Fusion recruits based on merit, selecting the best person for each job based on relevant skills and experience. No employee or job applicant will receive less favorable treatment because of any protected characteristic.