Client Success Manager

Summary

Fusable provides data-driven solutions for the trucking, agriculture, and construction industries. The Client Success Manager manages a portfolio of RigDig customers, driving retention, growth, adoption, and long-term success through account planning, training, business reviews, and proactive relationship management. The role also serves as a trusted advisor and Voice of the Customer while partnering with internal teams to deliver customer outcomes.

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

• 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

Qualifications

Must Haves

• 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

Benefits

• Medical, dental, and vision insurance for eligible employees, subject to eligibility requirements and applicable plan terms
• 401(k) retirement plan for eligible employees, subject to eligibility requirements and applicable plan terms
• Paid time off
• Paid holidays
• Life and disability insurance for eligible employees, subject to eligibility requirements and applicable plan terms
• Commissions
• Bonuses may be included in the compensation package
• Equity may be included in the compensation package
• Flexible work schedules
• 13 paid company holiday observances
• Remote work opportunities
• A casual dress work environment
• Physical fitness reimbursement
• Discounts on various events, travel, and dining