Principal Customer Success Manager

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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
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Technology we use

  • Engineering
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You can't beat the location! Our building is connected to Oglivie Station and is across the street from the Madison St. exit of Union Station.

An Insider's view of Fusion Risk Management

How would you describe the company’s work-life balance?

Fusion puts its employees and their wellness at the forefront by providing several ways to help maintain a great work-life balance. My personal favorites have to be the flexible work schedule and Summer Fridays. With initiatives like Fusion Cares, I also have the option to spend up to 12 hours of work time giving back to the the community.


Sr. Solution Architect

What does your typical day look like?

My days involve collaborating with multiple teams on a variety of activities. One minute I will be designing features with our engineers, the next I might be developing our product roadmap with product management or advising our customers and implementation teams on using our platform. Every day brings new challenges and rewarding opportunities.


Technical Architect

How does the company support your career growth?

Fusion provided me with multiple opportunities to learn and cultivate new skills and continues to support my growth at a professional and personal level. Fusion offers a fun, dynamic environment, that has allowed me to explore challenging assignments to expand my skill set and play a pivotal role for the rapid growth of the company.


Director of Technology Evangelism

How do you empower your team to be more creative?

Collaboration and team brainstorming sessions are key when it comes to empowering creativity. Open and transparent lines of communication with your teams provides them with the flexibility to share ideas and gather feedback on their projects. Lastly, always celebrate the wins, even if they are small.


Vice President, Marketing

What’s the vibe like in the office?

Family-oriented. We take care of each other as family and truly show it on a daily. Your interests are our interests. There's always something to connect us.


Project Manager

What are Fusion Risk Management Perks + Benefits

Fusion Risk Management Benefits Overview

In addition to the basics such as medical, dental, and vision insurance; FSA and HSA options; commuter benefits; and 401K matching with no vesting period, we also offer monthly partial cell phone reimbursements, a wellness program, and fitness subsidies, paid volunteer time, parental leave, and more! We also offer flexible scheduling and the ability to work remotely.

Our cultural and professional development groups are employee-led, voluntary workplace networks that help foster a culture of community, including three Employee resources groups (Black/African-American; LGBTQ+; and Women), a volunteer committee, and our social activities squad. Even while working remotely, we have maintained fostering connections through virtual events such as lunch n’ learns, happy hours, and live concerts.

We have given special options and offerings during the COVID-19 pandemic in 2020 including extra paid time off, educational resources for all employees, and parental subsidies.

Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Our Employee Resource Groups are voluntary workplace networks that are employee-led. They foster a diverse, inclusive workplace aligned with the organization's mission and values.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Performance bonus
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Vacation + Time Off
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
We offer home office stipends for necessary office supplies in order to promote a more efficient at home workspace.
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Paid industry certifications

Additional Perks + Benefits

We seek to foster a supportive and nurturing environment and are proud of our collaborative, open culture! As a fast-growing company, we are dedicated to growing with our employees and adapting to the evolving workplace.

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