Customer Success Manager

Job Title: Customer Success Manager
Location: Denver, CO or U.S. (Remote)
About FusionAuth
FusionAuth is a fast-growing startup and leading provider of customer identity and access management (CIAM) software headquartered in Denver, Colorado. Our mission is to make authentication and authorization simple and secure for every developer. Our product helps businesses securely manage customer identities and access, ensuring a seamless and safe user experience for some of the largest brands in the world. We are committed to delivering exceptional value and satisfaction to our clients through top-notch service and support. With a great team and strong investors, we are expanding our team to help accelerate our growth and take FusionAuth to the next level.
Job Summary
At Fusion Auth, our charter within Customer Success is to create customers for life. As a Customer Success Manager, you will manage a portfolio of customers, ensuring they adopt, use, and ultimately maximize the value of their investment in Fusion Auth. We’re looking for someone who is passionate about understanding our customers – account by account and across their portfolio, helping us shape best practices and influence overall customer outcomes with FusionAuth.
You will manage a large portfolio of accounts so you will rely on data, curiosity, and your ability to apply insights to engagement strategies. Your primary focus is to ensure customers get up and running effectively with their investment, receive the ongoing enablement and engagement they need to be successful, participate in advocacy through referrals and case studies, and find paths to expand their adoption of FusionAuth across their solutions. Along the way, you will manage their commercial relationship, including facilitating renewals and identifying growth opportunities.
A strong technical aptitude in addition to your experience with revenue management will be key ingredients for success in this role. You will be accountable for revenue: you will align and approach your work through the lens of our net retention objectives and measure success through the overall retention, growth, and customer advocacy participation of your portfolio. 
Responsibilities

• Manage a large portfolio of accounts across their full-lifecycle with FusionAuth.
• Drive customer health and adoption by proactively monitoring adoption metrics, addressing risks, collaborating cross-functionally to share insights and strategies, and providing personalized experiences to ensure customers realize the full value of FusionAuth’s solution.
• Manage renewals by owning the process from start to closure, ensuring timely processing with an eye toward future customer needs.
• Facilitate our customers’ growth with us by understanding customer use cases and goals, exploring growth options, and engaging sales and marketing to execute expansion strategies.
• Maximize customer impact by capturing case studies, referrals, and best practices to share experiences and improve the experience for all of our customers
• Ensure accurate revenue forecasting and reporting by providing updated forecasts for renewals and expansions and adhering to operational processes for reporting and CRM hygiene.

How You’ll Get There:

• Use a portfolio mindset to define and execute engagement strategies aligned to FusionAuth and customer business objectives, leveraging data and customer insights to inform prioritized, scalable activities. Deliver quarterly business reviews internally to share insights and feedback back to the business.
• Demonstrate competency of FA solutions to effectively partner with customers on adoption strategies and to identify growth opportunities. 
• Act as Customer Advocate by representing customers to internal teams, communicating requirements and enhancement requests to the product team and providing clients with visibility around vision, strategy, and product roadmap.
• Enhance collaboration and communication by working closely with internal teams to ensure a cohesive customer experience and maintaining accurate records in CRM systems for transparency and reporting.

Qualifications

• 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.
• Experience using key tools such as Salesforce, Gong, or other CRM or CS platforms
• A customer-centric mindset by demonstrating expertise and empathy, addressing customer needs, and effectively communicating with key stakeholders at all levels.
• Have a Growth Mindset, being open to learning, seeking feedback, and continually improving your skills and knowledge to adapt to new challenges and drive customer success.
• Be a critical thinker and problem solver: Demonstrate curiosity and skills to uncover, prioritize, and solve customer challenges. Leverage data and look for patterns.
• Strong technical aptitude and organizational skills to quickly learn and explain technology concepts, multitask, and prioritize in a fast-paced environment with attention to detail and follow through.
• Account growth and negotiation: Skills to expand existing accounts by uncovering additional use cases, and confidently negotiating and closing deals.
• Be a pro: a highly motivated self-starter with initiative and drive to achieve goals, ability to work independently and as part of a team, and adapt and grow with us as we build out our next phase of growth

Compensation

• $110k - 115k expected OTE range*