Client Success Manager

This is a fully remote position, open to applicants in Alabama, +17 more locations.

📋 Description

• Oversee a portfolio of Enterprise customer accounts throughout the entire post-sale lifecycle.

• Foster customer adoption, engagement, retention, and revenue growth.

• Create and implement customer success plans that align with client objectives, success metrics, and desired outcomes.

• Establish trusted advisor relationships with executive sponsors, business leaders, and operational stakeholders.

• Conduct regular business reviews, success reviews, and strategic planning sessions to demonstrate measurable value and ROI.

• Identify risks related to customer health, adoption, satisfaction, and renewals, and implement mitigation strategies.

• Collaborate with Account Executives on initiatives for up-selling, cross-selling, and account growth.

• Aid in contract renewals by showcasing product value, adoption metrics, business impact, and customer success achievements.

• Lead onboarding, implementation support, user training, and ongoing enablement programs.

• Develop strategies to enhance utilization of CAB and Fusable solutions.

• Act as a subject matter expert on Fusable's Risk Intelligence products, data assets, and industry applications.

• Identify and advocate for customer best practices that maximize product effectiveness and business outcomes.

• Gather and relay Voice of Customer insights about product functionality, user experience, market needs, and opportunities.

• Work alongside Product, Data, Marketing, and Support teams to enhance customer experience and influence product strategy.

• Maintain account health metrics, engagement activities, renewal timelines, and success plans in Salesforce and other business systems.

• Monitor customer health indicators, usage trends, satisfaction scores, and retention metrics.

• Utilize customer success tools and analytics to inform data-driven decisions and engagement strategies.

• Meet objectives related to retention, renewal, adoption, customer satisfaction, expansion pipeline, revenue, and customer ROI.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, Insurance Technology, Risk Solutions, Data Services, or similar customer-facing roles.

• Demonstrated success in managing strategic customer relationships and driving retention, renewals, and revenue growth.

• Preferred experience in supporting SaaS, DaaS, analytics, or subscription-based solutions.

• Strong understanding of Commercial Auto Property & Casualty Insurance, Transportation, Risk Management, Underwriting, Safety, or related industries.

• Highly desirable knowledge of insurance profitability drivers, risk assessment, claims management, loss control, and regulatory considerations.

• Familiarity with transportation data, fleet operations, telematics, compliance, safety programs, or commercial underwriting workflows is a plus.

• Proven ability to drive measurable customer outcomes, including increased adoption, retention, satisfaction, and realization of business value.

• Strong consultative and analytical abilities.

• Capacity to influence and build credibility with stakeholders across all organizational levels, including executive leadership.

• Exceptional communication, presentation, and executive-level relationship management skills.

• Strong business acumen with the ability to translate complex data and analytics into actionable insights for customers.

• Excellent organizational, project management, and prioritization capabilities.

• Customer-first, proactive, and solution-oriented mindset.

• Ability to thrive in a fast-paced, collaborative environment while managing multiple priorities.

• Preferred experience with Salesforce, Gainsight, HubSpot, or similar CRM and customer success platforms.

• Proficient in Microsoft Office Suite, especially Excel, PowerPoint, and Teams.

• Bachelor's degree in Business, Insurance, Risk Management, Marketing, Communications, or a related field; equivalent experience will be considered.

• Must reside in and perform work from Alabama, Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Missouri, Nebraska, North Carolina, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, West Virginia, Wisconsin, or Wyoming.

🏝️ Benefits

• Medical, dental, vision, life, and disability insurance (subject to eligibility requirements and plan terms).

• 401(k) retirement savings plan.

• Paid time off (PTO).

• 13 company-paid holidays.

• Wellness-focused benefits.

• Physical fitness reimbursement.

• Opportunities for professional development.

• Flexible work schedules.

• Remote-first work environment.

• Casual work atmosphere.

• Employee discounts on travel, dining, and entertainment.

• A collaborative and mission-driven culture centered on innovation and customer success.