Principal Customer Success Manager

The Role

The Principal Customer Success Manager (CSM) is responsible for ensuring overall client relationship health and satisfaction for a portfolio of assigned accounts 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 road mapping of priorities to identify the clients' key drivers for success.

This role will manage a portfolio of financial services clients and will build trusted advisor relationships by providing industry insights, sharing best practices, advocating for clients within Fusion, and connecting clients with each other to share ideas.

The Principal CSM also works closely with other Professional Services teams as well as colleagues in Account Management, Sales, Product, Finance, Product Marketing, and Engineering.

Key Responsibilities:

Foster client growth

• Manage and ensure positive client health by providing support and encouraging the adoption and expansion of the Fusion platform.
• Establish and maintain productive executive relationships within the assigned client portfolio.
• Collaborate with Account Managers to lead executive business reviews (EBRs)
• Provide thought leadership related to industry trends and drivers
• Understand the Fusion product roadmap and how it drives and supports the clients' key objectives

Identify, support, and resolve client issues

• Research, troubleshoot, and resolve key issues to ensure client retention
• Coordinate remediation plans with other Fusion teams
• Communicate status updates to the client and internally
• Identify and document technical and product opportunities for further consideration and troubleshooting by the product management and engineering teams

Contribute the client voice within Fusion

• Maintain a working knowledge of all Fusion-supported products and technologies
• Capture and provide "voice of the client" feedback and suggestions for new and incremental product features to Product Management
• Partner with Product Marketing to address content gaps based on client intelligence
• Demonstrate additional product use cases by conducting previews with clients

Requirements

• Bachelor's degree
• 10+ years of experience consulting for, working in, or selling to the financial services industry, with deep knowledge of current and historical industry trends
• At least 5 years of successfully managing a portfolio of financial services clients with complex business needs
• Strong bias to action
• Tenacious spirit with a positive, client-focused attitude
• Solid executive presence
• Extensive experience presenting to C-Suite or senior executive stakeholders
• Excellent communication and organizational skills
• Ability to work well independently and in a team environment
• Well-developed problem-solving skills with the ability to identify and drive the execution of potential solutions
• Demonstrated ability to challenge concepts and plans in a professional, respectful manner
• Curious nature with a passion for continual learning and quickly building product knowledge
• Willingness to travel up to 25% of the time

Disclaimers

This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.

Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, disability religion, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.