Customer Success Manager

Customer Success Manager

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.

At FusionAuth, our Customer Success charter is simple: create customers for life. As a CSM, you'll own a portfolio of accounts, ensuring long-term success with FusionAuth. We're looking for someone passionate about understanding our customers, account by account and across their portfolio, to help us shape best practices and influence overall customer outcomes.

You'll bring curiosity, a strong technical aptitude, and a data-first mindset to every engagement. Your day-to-day spans working with customers across their adoption journey, deepening executive and developer relationships, facilitating renewals, and identifying growth opportunities. You'll also build customer advocacy through referrals and case studies, contributing to best practices that benefit the whole team and customer base.

This is a revenue-accountable role. You'll operate through the lens of net retention measuring success by retention, growth, and advocacy participation across your portfolio.

Responsibilities

• Own a portfolio of accounts across their full lifecycle with FusionAuth.
• Drive customer health and adoption by proactively monitoring adoption metrics, addressing risks, and delivering personalized engagement so customers realize the full value of FusionAuth
• Manage renewals by owning the process from start to closure, ensuring timely processing with an eye toward future customer needs.
• Grow your portfolio by understanding customer use cases and goals, identifying expansion opportunities, and partnering with sales and marketing to execute.
• Build customer advocacy by capturing case studies, referrals, and best practices that improve the experience for the broader customer base.
• Ensure accurate revenue forecasting by maintaining updated renewal and expansion forecasts and keeping CRM records current.

How You'll Get There

• Apply a portfolio mindset to define engagement strategies aligned to both FusionAuth and customer business objectives, using data and insights to prioritize and scale your activities.
• Know the product deeply enough to partner with customers on adoption strategies, identify growth opportunities, and deliver meaningful business reviews tied to customer outcomes.
• Represent your customers internally by bringing their objectives and feedback to the product team, and giving them visibility into FusionAuth's roadmap and strategy.
• Partner with support, sales, and product to ensure a cohesive customer experience from onboarding through renewal

Qualifications

• 3+ years of experience in Customer Success, Account Management, Sales, or related roles in a B2B organization, including ownership of customer retention and growth goals.
• Familiarity with CRM and CS platforms such as Salesforce, Gong, or similar tools.
• Strong technical aptitude. Able to quickly learn and credibly explain complex technology concepts, and to partner with customers on adoption and solution strategies.
• Customer-centric communicator: equally comfortable presenting to a developer and an executive, with the empathy and clarity to meet each where they are.
• Data-driven problem solver: curious by nature, able to identify patterns across a portfolio, and skilled at prioritizing and addressing customer risk and opportunity.
• Proven ability to grow accounts by uncovering new use cases and confidently navigating commercial conversations through to close.
• Highly organized and self-directed; able to manage competing priorities in a fast-paced environment with strong attention to detail and consistent follow-through.
• Growth mindset. Open to feedback, committed to continuous improvement, and eager to grow with FusionAuth as we scale.

Compensation

• $110k - 115k expected OTE range*

*Pursuant to various state laws, we must display the pay range for this job. Since we are willing to hire within a broad spectrum of qualifications, this range is broad. The expected base salary may be adjusted based on individual qualifications, role, level and location.

For full-time team members, we offer:

• Comprehensive health insurance including medical, dental, and vision coverage, with the company covering the majority of your medical premiums to keep your costs low
• Fully employer-paid High Deductible Health Plan (HDHP) option paired with a Health Savings Account (HSA), including employer contributions
• Basic life insurance and short- and long-term disability coverage fully paid by the company for essential financial protection
• Voluntary life insurance options to provide additional financial protection for you and your loved ones
• Healthcare and Dependent Care Flexible Spending Accounts (FSAs) to save pre-tax dollars on eligible expenses
• 401(k) plan with company match to help you save for retirement
• Generous paid time off (PTO) plus paid company holidays to support work-life balance
• Employee Assistance Program (EAP) offering confidential counseling and support services
• Professional growth and development opportunities to boost your career journey
• Eligibility for performance-based bonuses or variable compensation tied to individual, team, or company results

Important Details

• Application Submission: We value authentic, thoughtful responses. Copy/pasted or AI-generated answers to application questions that don't reflect your own experience may disqualify your application.
• In-Person Interview: Please be aware that participating in an in-person interview is a required step in the FusionAuth hiring process prior to employment. This visit allows both FusionAuth and the candidate to get to know each other better and confirm a strong mutual fit and alignment with our team and work environment. Candidates are encouraged to plan accordingly, and FusionAuth supports this process by reimbursing reasonable travel and lodging expenses associated with onsite interviews.
• Work Authorization: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.

If you are passionate about technology that solves real-world customer problems, and want to join a company that is moving the industry forward, FusionAuth is a perfect fit for you!

Equal Employment Opportunity FusionAuth provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. E-Verify | Right to Work

Recruiters FusionAuth does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed agreement, we reserve the right to pursue and hire candidates without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted directly to hiring managers, are deemed to be the property of FusionAuth.