Customer Success Manager, Fuser

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

To Apply

Please submit your resume, portfolio or writing samples, and a brief cover letter describing your passion for marketing and sustainability below.