Client Success Manager

Fusable; United States; Remote; USD 65,000 - 115,000; Full time

Benefits offered by this job

Flexible work schedules

Remote work opportunities

Paid time off

13 paid company holidays

Fitness reimbursement

Casual dress code

Job summary

Fusable is seeking a Client Success Manager to manage a portfolio of RigDig customers, drive retention, growth, adoption, and long-term success. You will serve as a trusted advisor, align RigDig solutions with customer goals, and collaborate with cross-functional teams.

The role emphasizes onboarding, training, business reviews, proactive relationship management, and clear success plans. 3+ years in customer-facing roles and experience with Salesforce are preferred; remote work options and a

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.
• Bachelor's degree or equivalent professional experience.

Responsibilities

• 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.

Skills

Customer Success

Account Management

Client Services

Sales

Communication

Problem Solving

Onboarding

Training

Relationship Building

Education

Bachelor's degree or equivalent

Tools

Salesforce

Microsoft Office

Job description

Who We Are

Fusable is a leader in data-driven solutions for the trucking, agriculture, and construction industries. We’re passionate about valuing our associates for their unique skills, ideas, and backgrounds, and we’re committed to building an inclusive, innovative workplace where everyone can thrive.

Your Role as a Client Success Manager:

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.

A Day in the Life of a Client Success Manager:

This role 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. The Client Success Manager is accountable for achieving retention and growth goals while delivering an exceptional customer experience and serving as the Voice of the Customer throughout the organization.

The ideal candidate is customer-focused, commercially minded, and passionate about helping customers achieve measurable business outcomes while building long-term partnerships.

Book of Business Ownership & Growth

• 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.

Customer Success & Relationship Management

• 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.

Business Reviews & Customer Outcomes

• 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.

Onboarding, Training & Enablement

• 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.

Voice of the Customer

• 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.

Operational Excellence

• 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.

What You'll Need:

• 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.

Key Competencies

• Customer Focus
• Sales
• Effective Communication
• Drive for Results
• Proactive Problem Solving

Success Measures

Success in this role is measured by:

• Achievement of retention and growth targets
• Renewal and customer retention performance
• Customer engagement and satisfaction
• Product adoption and utilization
• Successful onboarding and training outcomes
• Overall portfolio health and business outcomes

The Perks of Working at Fusable:

We believe in taking care of our team. Fusable provides a comprehensive benefits package for eligible employees, which may include medical, dental, and vision insurance; a 401(k)-retirement plan; paid time off; paid holidays; and life and disability insurance. Benefits are subject to eligibility requirements and applicable plan terms. A complete description of compensation, incentive opportunities, and benefits will be provided to qualified applicants during the hiring process.

Every team member also enjoys:

• 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

Equal Employment Opportunity

Fusable is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

Disclaimer:

Fusable is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role.

Pay Transparency:

$65,000 to $115,000 annual base salary + commissions

The base salary or hourly range listed above represents the good faith estimate of the compensation Fusable reasonably expects to pay for this position upon hire. Actual compensation packages are individualized and determined by various factors, including but not limited to the candidate’s geographic location, relevant experience, internal equity, certifications, education, qualifications, specific skill set, and Fusable’s business needs. Additional compensation may include bonuses and equity. LI-Remote