Customer Success Manager; Remote, U.S

Job Title:

Customer Success Manager

Location:

Denver, CO or U.S. (Remote)

Fusion Auth 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 Fusion Auth to the next level.

At Fusion Auth, 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 Fusion Auth. 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.

• Own a portfolio of accounts across their full lifecycle with Fusion Auth.
• Drive customer health and adoption by proactively monitoring adoption metrics, addressing risks, and delivering personalized engagement so customers realize the full value of Fusion Auth
• 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.

• Apply a portfolio mindset to define engagement strategies aligned to both Fusion Auth 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 Fusion Auth's roadmap and strategy.
• Partner with support, sales, and product to ensure a cohesive customer experience from onboarding through renewal

• 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…