![](https://dn9tckvz2rpxv.cloudfront.net/enableamerica.jobs/img/logo.jpg)
Job Information
Fusion Risk Management Vice President of Customer Success in US, United States
The Role
The Vice President of Customer Success is responsible for leading a team of Customer Success Managers (CSMs) to drive client adoption, retention, and overall account growth. The successful candidate will play a critical role in driving customer retention, expansion, and advocacy, while also fostering strong relationships with clients. This is a strategic leadership position that requires a deep understanding of SaaS business models, strong communication and leadership skills, experience scaling teams to meet growing business needs, and a passion for delivering exceptional customer experiences.
Key responsibilities of this role:
Leadership and Team Management
Lead and manage a team of Customer Success Managers, providing guidance, coaching, and support to ensure the team’s success in achieving client satisfaction and retention goals
Set clear objectives and performance expectations for the team, fostering a culture of accountability and continual learning
Develop and maintain proactive cross-functional partnerships with Account Management, Product Management, Product Marketing, Professional Services, Engineering, and Support to ensure a holistic approach to customer success aligned with overall company objectives
Customer Success Strategy
Develop and execute the customer success strategy to drive adoption, account growth, and retention
Standardize and drive continuous improvement of processes, best practices, tools, and playbooks to ensure consistent delivery of customer experience
Monitor and analyze customer success metrics and KPIs to identify trends, and opportunities; take proactive measures to address areas for improvement
Drive successful resolution of escalations from direct reports, colleagues, and clients
Engage in continuing education to stay current on industry trends, best practices, and emerging technologies
Customer Advocacy
Maintain a working knowledge of all Fusion-supported products and technologies
Capture and provide “voice of the customer” feedback and suggestions related to new and incremental product features to Product Management
Collaborate with Marketing to develop customer success stories, testimonials, and case studies
Knowledge, Skills, and Abilities
Exceptional leadership and management skills with a track record of building and developing high-performing client-facing teams
Excellent verbal/written communication and organizational skills
Strong bias to action
Solid executive presence with demonstrated experience presenting to C-suite or senior executive stakeholders
Strategic thinker with the ability to drive customer success initiatives and exceed business goals
Analytical mindset with the ability to leverage data and metrics to identify trends and take appropriate action on areas of improvement
Effective at fostering and developing high-performing teams
Ability to work well independently and in a cross-functional environment
Positive, customer-centric attitude
Curious nature with a passion for continual learning
Ability to simultaneously manage numerous workstreams and adhere to deadlines
Experience managing escalations with well-developed problem-solving skills and ability to drive execution of potential solutions
Ability to make sound decisions based on customer needs and metrics
Willingness to travel up to 25% of the time
Qualifications
Bachelor’s degree in Business, Marketing, or a related field; Master’s degree preferred
Proven experience (10+ years) leading teams in a customer relationship role, with a SaaS or technology company, with at least 5 of those years in a senior leadership role
Milestones for the First Six Months
In one month, you’ll:
Get to know and assess current talent on your team
Build strong partnerships with key stakeholders across the organization, including Account Management, Professional Services, Support, Product, and Marketing
Review and assess current customer success strategy, processes, and tools
Gain an understanding of the client base, including key strategic accounts
In three months, you’ll:
Drive team engagement and execution against KPIs and goals
Manage all client escalations to successful resolution
Gain an understanding of the Fusion Framework, Customer Journey, and product strategy
Suggest and implement updates/additions to the customer success strategy and processes
Collaborate with Sales and Marketing to develop a comprehensive client onboarding program
Engage with key clients to understand their needs, challenges, and opportunities for growth
In six months, you’ll:
Understand any gaps in current customer success processes and proactively drive strategies to address them
Drive changes to the customer success program to incorporate overall Fusion strategy and product direction
Present customer success updates and insights to executive leadership
Attend at least one Fusion event (RUG, Compass, etc.)
Disclaimers
This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.
Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.