Client Success Manager

Fusable is a leader in data-driven solutions for the trucking, agriculture, and construction industries. We’re passionate about valuing our associates for their unique skills, ideas, and backgrounds, and we’re committed to building an inclusive, innovative workplace where everyone can thrive.

Fusable's Risk Intelligence division is seeking a highly motivated and customer-centric Client Success Manager (CSM) to drive customer value, retention, and growth across our portfolio of risk intelligence solutions. This role is responsible for managing the entire post-sale customer lifecycle, ensuring clients achieve measurable business outcomes while maximizing adoption of our market-leading SaaS and Data-as-a-Service (DaaS) offerings.

As a trusted advisor, you will develop deep relationships with key stakeholders, understand their strategic initiatives, and proactively guide them toward achieving operational, underwriting, risk management, and profitability goals. You will serve as the primary advocate for your customers while partnering closely with Sales, Product, Data, Marketing, and Support teams to deliver exceptional customer experience and long-term value.

The ideal candidate possesses a strong understanding of commercial insurance, transportation risk management, and data-driven decision-making, with a demonstrated track record of driving customer engagement, retention, and expansion in a consultative environment.

With a commitment to innovation and customer success, Fusable delivers trusted intelligence through industry-leading brands including Central Analysis Bureau (CAB), Price Digests, EquipmentWatch, EDA, Iron Solutions, and RigDig BI.

What You Will Do

Customer Success & Relationship Management

• Own and manage a portfolio of Enterprise customer accounts throughout the post-sale lifecycle, driving adoption, engagement, retention, and revenue growth.
• Develop and execute customer success plans aligned with client business objectives, success metrics, and desired outcomes.
• Establish trusted advisor relationships with executive sponsors, business leaders, and operational stakeholders across customer organizations.
• Conduct regular business reviews, success reviews, and strategic planning sessions that demonstrate measurable value and ROI.

Retention & Growth

• Identify risks to customer health, adoption, satisfaction, and renewal outcomes; proactively develop and execute mitigation strategies.
• Collaborate with Account Executives to identify expansion opportunities, including up-sell, cross-sell, and account growth initiatives.
• Support contract renewals by demonstrating product value, adoption metrics, business impact, and customer success achievements.
• Maintain a strong understanding of customer priorities, industry trends, and competitive solutions to drive consultative discussions.

Customer Enablement & Adoption

• Lead onboarding, implementation support, user training, and ongoing enablement programs to accelerate customer time-to-value.
• Develop adoption strategies that increase utilization of CAB and Fusable solutions across customer organizations.
• Serve as a subject matter expert on Fusable's Risk Intelligence products, data assets, and industry applications.
• Partner with customers to identify and promote best practices that maximize product effectiveness and business outcomes.

Voice of Customer & Cross-Functional Collaboration

• Capture and communicate Voice of Customer (VOC) insights related to product functionality, user experience, market needs, and emerging opportunities.
• Collaborate with Product, Data, Marketing, and Support teams to advocate for customer needs and improve overall customer experience.
• Provide customer feedback and market intelligence that helps influence product strategy, roadmap development, and go-to-market initiatives.

Operational Excellence

• Maintain accurate account health metrics, customer engagement activities, renewal timelines, and success plans within Salesforce and other business systems.
• Monitor customer health indicators, usage trends, satisfaction scores, and retention metrics to proactively identify opportunities and risks.
• Utilize customer success tools and analytics to drive data-informed decision making and customer engagement strategies.

What You Need

Experience

• 5+ years of experience in Customer Success, Account Management, Insurance Technology, Risk Solutions, Data Services, or related customer-facing roles.
• Proven success managing strategic customer relationships and driving retention, renewals, and revenue expansion.
• Experience supporting SaaS, DaaS, analytics, or subscription-based solutions preferred.

Industry Knowledge

• Strong knowledge of Commercial Auto Property & Casualty Insurance, Transportation, Risk Management, Underwriting, Safety, or related industries.
• Understanding of insurance profitability drivers, risk assessment, claims management, loss control, and regulatory considerations is highly desirable.
• Familiarity with transportation data, fleet operations, telematics, compliance, safety programs, or commercial underwriting workflows is a plus.

Customer Success Competencies

• Demonstrated ability to drive measurable customer outcomes, including increased adoption, retention, satisfaction, and business value realization.
• Strong consultative and analytical skills, with the ability to identify customer challenges and recommend strategic solutions.
• Proven ability to influence and build credibility with stakeholders at all organizational levels, including executive leadership.

Skills & Qualifications

• Exceptional communication, presentation, and executive-level relationship management skills.
• Strong business acumen and ability to translate complex data and analytics into actionable customer insights.
• Excellent organizational, project management, and prioritization skills.
• Customer-first mindset with a proactive and solution-oriented approach.
• Ability to thrive in a fast-paced, collaborative environment while effectively managing multiple priorities.
• Experience using Salesforce, Gainsight, HubSpot, or similar CRM and customer success platforms preferred.
• Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Teams.
• Bachelor's degree in Business, Insurance, Risk Management, Marketing, Communications, or a related field; equivalent experience will be considered.

Success Measures

In this role, success will be measured by:

• Gross and net customer retention performance
• Renewal rate achievement
• Product adoption and utilization growth
• Customer health and satisfaction metrics
• Expansion pipeline generation and influenced revenue
• Achievement of customer business outcomes and ROI
• Executive stakeholder engagement and advocacy

The Perks of Working at Fusable

We believe in investing in our people and creating an environment where team members can thrive professionally and personally. Fusable offers a comprehensive benefits package for eligible employees, which may include medical, dental, vision, life, and disability insurance; a 401(k) retirement savings plan; paid time off; paid holidays; and other wellness-focused benefits. Specific offerings are subject to eligibility requirements and plan terms.

Every Team Member Enjoys

• Flexible work schedules
• Remote-first work environment
• Generous Paid Time Off (PTO)
• 13 Company-Paid Holidays
• Physical fitness reimbursement
• Professional development opportunities
• Casual work environment
• Employee discounts on travel, dining, and entertainment
• Collaborative and mission-driven culture focused on innovation and customer success

Location:

This position is open only to candidates who reside in and will perform work from one of the following states: Alabama, Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Missouri, Nebraska, North Carolina, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, West Virginia, Wisconsin, or Wyoming.

Applicants residing in or seeking to work from any other state are not eligible for consideration for this position at this time.

Equal Employment Opportunity    

Fusable is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.    

Disclaimer:    

Fusable is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role.