Senior Director of Customer Success

Job Title: Senior Director of Customer Success
Location: Denver, CO or U.S. (Remote)

About FusionAuth

FusionAuth is a fast-growing startup and leading provider of customer identity and access management (CIAM) software headquartered in Denver, Colorado. Our mission is to make authentication and authorization simple and secure for every developer. Our product helps businesses securely manage customer identities and access, ensuring a seamless and safe user experience for some of the largest brands in the world. We are committed to delivering exceptional value and satisfaction to our clients through top-notch service and support. With a great team and strong investors, we are expanding our team to help accelerate our growth and take FusionAuth to the next level.

Job Summary

We are seeking a Customer Success leader who can define, implement, and iterate on a comprehensive customer management strategy. This role will serve a technical (often developer or technical leadership) audience and will be cross functional with Sales, Support, and Product. The leader of the Customer Success team is tasked with identifying how customers use FusionAuth, providing feedback to improve their experience, ensuring high customer retention, and executing upsell and cross-sell activities. This role is pivotal in ensuring our clients achieve their desired outcomes with our software. This leader will manage a team responsible for driving customer success by focusing on key performance indicators such as Net Promoter Score (NPS), customer retention, and overall customer growth and satisfaction. Team success will be measured on enhancing customer experience, fostering strong relationships, and contributing to company growth. The CSM will work in tight collaboration with the engineering support team, Solution Engineers, and sellers. 

Responsibilities

1. Direct leadership of Customer Success function:
   1. Management of CSM team, performance reviews, and training.
   2. Define what success in each role looks like.
2. Customer relationship management:
   1. Comfortable communicating deep technical topics and concepts.
   2. Develop and maintain strong relationships with key customer stakeholders.
   3. Act as the primary point of contact for customer inquiries, issues, and feedback.
3. Customer success and retention:
   1. Monitor and drive customer adoption and usage of our software to ensure maximum value.
   2. Identify opportunities for upselling or cross-selling based on customer needs and growth potential.
   3. Proactively address potential churn risks and implement strategies to mitigate them.
4. Renewal management:
   1. Track and report on customer contract renewals.
   2. Ensure renewals are managed effectively and efficiently with no customer disruption.
   3. Manage renewals, upsells, and cross-sells or route to the sales team for net new business opportunities.
5. Performance tracking and reporting:
   1. Track and report on key performance metrics, including Net Promoter Score (NPS), customer retention rates, net revenue retention, and customer satisfaction.
   2. Analyze customer feedback and behavior to identify trends and areas for improvement.
6. Customer onboarding and training:
   1. Lead customer onboarding processes to ensure a smooth transition and effective implementation of our software.
   2. Provide training and support to help customers effectively use our solutions and achieve their goals.
   3. Identify areas for improvement from the customer perspective.
7. Customer advocacy:
   1. Serve as an advocate for the customer within the company, communicating their needs and feedback to relevant teams.
   2. Facilitate customer success stories and case studies to highlight the value delivered by our solutions.
8. Continuous improvement:
   1. Collaborate with sales, product, and engineering teams to address customer needs and drive product improvements.
   2. Contribute to the development of best practices and processes for customer success.

Desired Outcomes

• Define the customer success practice with KPIs and objectives by quarter.
• Identify and document product use cases and a reference customer population.
• Jointly implement an NPS measuring system with support.
• Achieve and exceed targets for Net Promoter Score (NPS), ensuring high levels of customer satisfaction and advocacy.
• Maintain and improve customer retention rates through proactive engagement and support.
• Drive measurable growth in customer accounts through upselling, cross-selling, and identifying expansion opportunities.
• Demonstrate a high-level of customer happiness and loyalty, as evidenced by positive feedback and successful customer outcomes.
• Demonstrate an ability to assess technical documentation to make recommendations and suggestions to customers.

Qualifications

• Minimum 5 years of Customer Success Experience
• Experienced team manager
• Technical acumen sufficient to work with Developer stakeholders
• Proven experience as a Customer Success Manager or in a similar role, preferably in the subscription software or SaaS industry.
• Strong understanding of technical products, customer identity and access management solution experience is a plus.
• Excellent communication and interpersonal skills with the ability to build strong relationships with customers.
• Analytical mindset with experience in tracking and reporting on key performance metrics.
• Demonstrated ability to manage multiple priorities and projects simultaneously.
• Strong problem-solving skills and a proactive approach to customer success.

Compensation 

• $140-$220k expected OTE range* (uncapped with accelerators)