Fuel is on a mission to unlock billions of dollars in GDP by helping SMBs make better financial decisions every day. We manage over $500M in customer P&Ls through our FP&A platform, combining AI with hands-on CFO expertise to deliver enterprise-grade finance — without the enterprise price tag or complexity.
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Who are we searching for?
We’re looking for a Customer Success Manager who treats customers’ businesses like their own. Someone who takes ownership of retention, account health, and builds trust through consistency, clarity, and results. You’ll work closely with founders and finance leaders to turn Fuel into customer’s long-term partner.
Team & collaboration: you’ll be part of the FP&A team and work closely with Finance, Sales, and Operations to ensure customers get consistent, high-quality outcomes.
What are your responsibilities? * Own a portfolio of SMB customers and take full responsibility for their long-term success with Fuel. * Build strong, trusted relationships with founders and senior stakeholders. * Ensure customers clearly see the business value Fuel delivers. * Lead Quarterly Business Reviews (QBRs) with founders and C-level stakeholders. * Own retention, churn prevention, upsell, and cross-sell opportunities. * Proactively identify risks and handle escalations or difficult client situations. * Collect customer feedback and turn it into actionable insights for product and process improvements.
What are the preferred requirements for the role?
Must-have: * 3+ years of experience in Customer Success or Account Management in B2B SaaS or Services. * Proven ownership of retention, churn prevention, and expansion. * Experience leading QBRs with founders or C-level stakeholders. * Experience working with SMBs in the $1—10M ARR range. * Strong communication skills. * Practical experience with the upsells, scope changes, and renewals. * Ownership mentality: taking responsibility for outcomes. * Ability to stay calm and structured in difficult or high-pressure client situations.
Nice-to-have: * Strong understanding of financial performance (P&L, margins, unit economics). * Experience working closely with product teams and influencing roadmap decisions. * Background in fintech or SaaS. * Previous people management experience or strong mentoring skills.
Reporting structure
Report to the Head of FP&A.
Recruitment process: * Recruiter interview * Test task * Technical interview with the Head of FP&A * Culture fit interview with the VP of Operations
Why work with us? * Real ownership. You’ll own customer outcomes, retention, and expansion. * Direct impact. Your work directly affects revenue, product direction, and long-term growth. * Strong learning curve. Deep exposure to SaaS finance, SMB operations, and executive-level communication. * High standards. Clear expectations and honest feedback. * Meaningful product. We help real businesses survive and grow by making better financial decisions. * Flexibility & trust. Flexible schedule, 18 paid vacation days, 10 paid sick days.
