Customer Success Manager

Fuser LLC; United States; Remote; USD 85.000 - 110.000; Vollzeit

Zusammenfassung

Fuser LLC is seeking a Customer Success Manager to ensure successful adoption and ongoing retention of our EV charging software platform. You will manage post-sales relationships, drive value, and pursue expansion opportunities.

The role requires strong communication, a consultative approach, and the ability to travel up to 25% for customer meetings. A Bachelor's degree and 3+ years in SaaS customer-facing roles are preferred.

Qualifikationen

• 3+ years of customer-facing experience in a SaaS environment.
• Proven track record of high customer satisfaction, retention, and revenue expansion.
• Strong technical aptitude with SaaS products/solutions.
• Excellent communication, presentation, and interpersonal skills.
• Ability to travel up to 25% for customer meetings.

Aufgaben

• Manage and grow an assigned book of SaaS customer accounts to achieve satisfaction, retention, and revenue expansion goals.
• Serve as the primary point of contact for post-sales customer needs and inquiries.
• Develop onboarding, training, and engagement plans to ensure rapid time-to-value.
• Conduct regular customer health reviews and mitigate churn risks.
• Capture customer feedback and relay it to Product Management.
• Identify upsell and cross-sell opportunities to grow account revenue.
• Coordinate with other teams to address customer needs and educate customers.

Kenntnisse

SaaS customer success

Account management

Communication

Relationship building

Problem solving

EV charging/energy software knowledge

Ausbildung

Bachelor's degree

Jobbeschreibung

Location: Remote (Eastern or Central Time Zone)

About Fuser

Fuser is a software as a service (SaaS) platform that connects EV charging station operators with trusted EVSE professionals for installation, maintenance, and repairs. Our platform makes it easy to find trusted professionals to keep EVSE operations running smoothly and efficiently.

Position Summary

The Customer Success Manager is responsible for ensuring the successful adoption and ongoing retention of our EV charging software platform by our customers. This role will proactively manage the post-sales customer lifecycle, build trusted advisor relationships, and drive revenue growth through expansion opportunities.

Key Responsibilities

• Manage and grow an assigned book of SaaS customer accounts to achieve high customer satisfaction, retention, and revenue expansion goals
• Serve as the primary point of contact for all post-sales customer needs, issues, and inquiries
• Develop and execute customer onboarding, training, and engagement plans to ensure rapid time-to-value
• Conduct regular customer health reviews, identify risks, and take proactive measures to mitigate potential churn
• Gather customer feedback, log product issues/enhancement requests, and serve as the voice of the customer to Product Management
• Identify and capitalize on upsell and cross-sell opportunities to grow account revenue through product add-ons and expanded deployments
• Coordinate resources from other teams to comprehensively address customer needs
• Become an industry and product expert to effectively position value propositions and educate customers
• Track key metrics like customer health scores, product usage, time-to-value, and work to continuously improve

Qualifications

• Bachelor's degree or relevant years of industry experience
• 3+ years of customer-facing experience in a SaaS environment
• Proven track record of achieving high customer satisfaction, retention, and revenue expansion
• Strong technical aptitude with the ability to become an expert on SaaS products/solutions
• Excellent communication, presentation, and interpersonal skills
• Ability to build trusted relationships with customers at all levels
• Self-motivated with a consultative problem-solving approach
• Experience in the EV charging, energy, sustainability or software industries is preferred
• Ability to travel up to 25% for customer meetings