Customer Success Manager

Position Purpose

The Customer Success Manager (CSM) is responsible for driving customer adoption and success with Fuze. The CSM will partner with customers to define and enhance strategies for deploying and optimizing use cases for Fuze, aligning to specific business objectives. As a trusted advisor, the CSM will build and maintain strong relationships with multiple individuals, including senior executives, from a variety of customers. He/she should possess strong expertise in enterprise and cloud software deployment and organizational processes.

The CSM will work closely with the Sales organization to support value-focused conversation, both during the sales and renewal cycles. He/she will communicate regularly with Technical Support and Training to provide unified, seamless services to our largest customer organizations. There will be a strong emphasis on cross-functional projects with the Product and Marketing teams regarding customer communications and product releases.

Develop a trusted advisor relationship with our customer’s project managers and executive sponsors.
Understand and assess our customer’s business objectives to ensure deployment and adoption activities are aligned to a compelling vision and strategy for Fuze.
Advise and oversee customer growth, training and development of best practices to continually drive business value and return on the customer's investment.
Engage with customer stakeholders to define and measure the value of Fuze. Deliver regular summaries of the overall ‘health' of the engagement.
Maintain high levels of customer satisfaction that lead to account referenceability, advocacy & loyalty.
Act as a liaison between the customer, Product, and Engineering to represent, and think critically about, the ‘voice of the customer’ in the strategic direction and design of product design and releases.
Collaborate with Sales teams to drive opportunities for expansion and renewals within existing customers.
Work closely with internal resources on escalation and resolution processes for critical customer issues.

3+ years relevant work experience in customer-facing SaaS account management or strategy consulting
Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption
Strong interpersonal skills and experience initiating and building strong relationships, especially with senior executives
Confident, consultative approach for managing large project implementations
Excellent individual and group presentation, written, and oral communication skills
Strong organizational and time management skills with the ability to manage multiple projects simultaneously
BA/BS degree

Job Summary

  • San Francisco, CA, US
Date Posted:
05 Sep 2014
Technical & Customer Support