[Hiring] Client Success Manager @Fusable

Role Description

The Client Success Manager is responsible for managing a portfolio of RigDig customers and driving customer retention, growth, adoption, and long-term success within an assigned book of business.

• Serves as a trusted advisor to customers, helping them maximize the value of RigDig solutions through consultative engagement, strategic account planning, customer training, and proactive relationship management.
• Accountable for achieving retention and growth goals while delivering an exceptional customer experience.
• Acts as the Voice of the Customer throughout the organization.
• Customer-focused, commercially minded, and passionate about helping customers achieve measurable business outcomes while building long-term partnerships.

Qualifications

• 3+ years of experience in Customer Success, Account Management, Client Services, Sales, or a related customer-facing role.
• Demonstrated success managing and growing customer relationships while achieving retention and revenue objectives.
• Experience managing a book of business and owning customer outcomes.
• Strong communication, presentation, and consultative problem-solving skills.
• Experience conducting customer training, onboarding, business reviews, or strategic account planning sessions.
• Ability to build relationships with stakeholders at multiple levels within customer organizations.
• Strong organizational skills with exceptional attention to detail and follow-through.
• Proficiency with Salesforce, Microsoft Office, and customer success tools.
• Bachelor's degree or equivalent professional experience.

Requirements

• Manage an assigned portfolio of customer accounts with responsibility for retention, growth, and overall account health.
• Own achievement of annual retention and revenue growth targets within the assigned book of business.
• Develop and execute account strategies that increase customer engagement, product adoption, renewal rates, and long-term customer value.
• Identify opportunities to expand product utilization, increase user adoption, and introduce additional solutions aligned with customer business objectives.
• Partner with Strategic Account Executives to support renewals, account expansion opportunities, and revenue growth initiatives.
• Maintain an accurate forecast of renewal opportunities, account risks, and growth potential.
• Identify, develop, and implement strategies that maximize customer engagement, satisfaction, adoption, and retention.
• Own the post-sale customer experience and serve as the primary point of contact for assigned customers.
• Develop strong customer relationships that promote loyalty, trust, and long-term partnership.
• Gain a thorough understanding of customer goals, business challenges, operational workflows, and success metrics.
• Proactively identify risks to customer satisfaction, adoption, retention, or renewal and develop mitigation strategies.
• Serve as a trusted advisor, helping customers align RigDig solutions to their business objectives.
• Lead recurring customer business reviews to evaluate account health, product utilization, customer objectives, and realized value.
• Deliver data-driven recommendations and best practices that help customers achieve desired business outcomes.
• Monitor customer adoption and engagement trends and implement action plans to improve success and retention.
• Demonstrate customer value and ROI to support renewal and expansion discussions.
• Partner with customers to establish success plans and measurable goals.
• Lead onboarding programs that support successful implementation and long-term adoption.
• Conduct targeted, consultative training that demonstrates best practices and effective product utilization based on customer goals and desired outcomes.
• Ensure customers remain informed about new capabilities, product enhancements, and industry best practices.
• Partner with Product, Sales, Marketing, and Support teams to advocate for customer priorities and enhance the customer experience.
• Capture and analyze customer feedback related to product usage, customer satisfaction, and business challenges.
• Maintain accurate documentation of customer contacts, engagement activities, service requests, and account information within Salesforce and other business systems.
• Track customer health, adoption, retention, and growth metrics.
• Maintain account plans, customer success activities, and renewal readiness across assigned accounts.
• Manage multiple priorities while delivering exceptional customer responsiveness and follow-through.

Benefits

• Comprehensive benefits package for eligible employees, which may include medical, dental, and vision insurance.
• 401(k)-retirement plan.
• Paid time off and paid holidays.
• Life and disability insurance.
• Flexible work schedules.
• Generous Paid Time Off.
• 13 Paid Company holiday observances.
• Remote work opportunities.
• A casual dress work environment.
• Physical fitness reimbursement.
• Discounts on various events, travel, and dining.