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The Role

The Senior Director of Customer Success is responsible for leading a team of Customer Success Managers (CSMs) to drive client adoption, retention, account growth, and overall satisfaction. The successful candidate is a strategic thinker, a strong leader, and possesses exceptional client relationship management skills that can scale the team to meet growing business needs. This individual will collaborate across departments to ensure a company-wide client feedback loop and collaborate with our Account Management counterparts to accelerate account expansions and renewals.

Key responsibilities of this role:

Leadership and Team Management

• Lead and mentor a team of Customer Success Managers, providing guidance and support to ensure their individual and collective success

• 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

Customer Success Strategy

• Develop and execute the customer success strategy to drive adoption, account growth, and retention

• Collaborate with Account Management on account plans and what to address in what priority for highest impact

• Standardize and implement processes, best practices, and playbooks to ensure consistent delivery of customer experience

• Identify and monitor customer success KPIs, striving to exceed targets

• Monitor customer health and take proactive measures to address any potential issues

• Drive successful resolution of escalations from direct reports, colleagues, and/or clients

• Engage in continuing education to stay current on industry trends, best practices, and emerging technologies

• Identify and take action on opportunities for continuous improvement of the program

Customer Advocacy

• Maintain a working knowledge of all Fusion-supported products and technologies

• Capture and provide “voice of the customer” feedback, perceptions, and suggestions around new and incremental product features to Product Management

• Collaborate with Marketing to develop customer success stories, testimonials, and case studies

Milestones for the First Six Months

In one month, you’ll:

• Get to know and assess current individual contributor talent on your team

• Meet with leadership colleagues in these areas: Account Management, Professional Services, Support, Product, Solution Engineering, and Marketing

• Align Customer Success objectives with Account Management goals

• Familiarize yourself with Fusion’s customer success strategy, processes, and tools

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 overall customer success strategy

In six months, you’ll:

• Understand any gaps in current customer success processes and proactively drive strategies to address them

• Drive changes to customer success program to incorporate overall Fusion strategy and product direction

• Attend at least one Fusion event (RUG, Compass, etc.)

Knowledge, Skills, and Abilities

• Exceptional leadership and management skills with a track record of building and developing high-performing customer-facing teams

• Experience successfully expanding a portfolio of customers

• 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 achieve business goals

• Analytical mindset with the ability to leverage data and metrics to identify, trends, insights, and improvement opportunities

• Ability to work well independently and in a team environment

• Positive, customer-centric attitude

• Curious nature with a passion for continual learning and building product knowledge

• Ability to simultaneously manage numerous workstreams and adhere to deadlines

• Experience managing escalations with well-developed problem-solving skills with ability to drive execution of potential solutions

• Ability to make sound decisions based on customer needs and product knowledge

• Willingness to travel up to 25% of the time

Qualifications (Education and Certifications)

• Bachelor’s degree in Business, Marketing, or a related field; Master’s degree preferred

• Proven experience as a senior leader (9+ years) managing teams in a customer relationship role, preferably with a SaaS or technology company

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.