Customer Success Manager

About Fuse Universal 

We're Fuse. Our mission is to transform the way people learn and grow at work. Since launching in 2008, our award-winning, AI-powered platform has helped global brands like Jaguar Land Rover, Macmillan, Hilti, and Lotus Cars to unlock the knowledge within their teams, creating everyday learning moments that drive real impact. With a passionate, diverse team of over 100 Fusers across the UK, Europe, South Africa, India, and Singapore - we’re proud to lead the future of workplace learning.

We believe the best work happens when people are trusted to work how and where they thrive. Our culture is built on collaboration, high performance, and continuous improvement - offering a flexible and supportive environment where your ideas truly matter. If you’re excited by innovation and want to be part of a global team shaping the future of learning, Fuse is the place for you.

About this role

In this remote position, we are searching for a self-motivated, proactive, Customer Success Manager to join our Services Team to devise client-focused initiatives that deliver long-lasting business value. 

From an effective onboarding plan and account planning, through to renewal, expansion and upsell conversations, the role stretches across all elements of the client lifecycle. Your role is to create advocates of your clients who share a deep passion and understanding of the use of new learning technologies that drive performance and deliver results within their organisations.

In your approach, you are diligent and obsessed with delivering business value to your clients, coupled with providing advice and best practice guidance for maximising their use of the Fuse platform. Your client's KPI’s and success criteria is at the heart of everything that you do and you are able to prove real business value by measuring product success against these criteria.

You will play a critical role in the building and nurturing of client relationships. At Fuse, the Services team are deeply ingrained in the client’s journey right from the start of the post-sales process. As a Customer Success Manager, you will engage selectively during implementation to ensure customer goals, success criteria, and adoption plans are clearly defined and handed over successfully. Delivery is owned by our dedicated Implementation team.

You will work with the broader Fuse business to drive user adoption and engagement, lasting business value and world-class service that ultimately leads to client retention, expansion and advocacy.

Creative, energetic and self-driven, you understand your clients and their business needs and, in return, you gain their trust as a respectfully challenging partner. You can manage multiple accounts and internal and external projects at different levels of complexity and lifecycle, and you have an in-depth knowledge of the platform and its value proposition. You can work collaboratively across multiple teams, positively influence platform best practice and prioritise key tasks and activities.

If you love making clients successful, we would like to talk to you.

About the team

The Customer Success team forms a crucial part of our Services function here at Fuse. The team works directly with our customers to devise operational and strategic initiatives that deliver long-lasting business value. As a team member, you are a client advocate, and your role is to build strong relationships with key stakeholders that enable you to support, nurture, grow and retain the client.

Your Responsibilities

As a Customer Success Manager, your core responsibilities will include:

• Own and manage client relationships post-implementation, driving enablement, adoption, and measurable business value through strong relationship-building, product expertise, planning, and execution.
• Lead structured, value-based discovery conversations with customer stakeholders to validate business priorities, success metrics, renewal health, and growth opportunities.
• Develop and maintain effective account plans and success/renewal plans for each client, aligned to agreed KPIs and desired business outcomes.
• Drive sustained adoption and engagement of the platform by coaching clients to become confident users of Fuse, providing guidance on learning strategy, business alignment, content structure, and the use of data to demonstrate business value.
• Collaborate with the wider Services teams to design and deliver learning experiences that address client business challenges and deliver measurable outcomes.
• Conduct regular business reviews and check-ins to maintain strong business alignment, customer satisfaction, and renewal readiness, while identifying opportunities for account growth.
• Act as the primary client advocate internally, facilitating effective conversations with Product and Technology teams to share feedback, manage enhancement requests and bugs, and communicate progress back to clients.
• Partner with the Sales team to manage the renewal process and support the progression of expansion opportunities identified through value-led discovery.
• Proactively identify churn risks and work cross-functionally to define and execute mitigation plans

Requirements

• 3-5 years’ experience in a Customer Success role within Learning & Development or a related field.
• Experience working with SaaS learning technology platforms.
• Strong business and commercial acumen, with an outcome-focused mindset aligned to customer and organisational objectives.
• Proven ability to run value-based discovery, quantify impact, and influence buying decisions without owning the commercial close.
• Analytical and data-driven, with the ability to measure business value and draw insights from learning data.
• Tech-savvy and confident in understanding and demonstrating platform capabilities to both internal teams and customers.
• Excellent communicator with the ability to listen, empathise, and effectively challenge and influence a range of customer stakeholders.
• Strong relationship-management skills, with the ability to manage expectations, identify risks, and escalate appropriately when required.
• Diplomacy, tact, and composure when navigating complex or high-pressure client situations.
• Resilient and outcomes-driven, with a strong sense of ownership and advocacy for client needs.
• Highly organised and adaptable, able to manage multiple priorities and adjust focus in a fast-paced environment.
• A proactive, collaborative team player who takes initiative and is motivated by helping clients succeed and grow their business with Fuse.

Benefits

• Remote first and flexible working
• L&D - peer and platform learning - it’s at the heart of what we do
• 22 days holiday per full calendar year + your birthday off
• Perkbox - wide ranging benefits; discounted shopping and services
• Medical Aid
• Homeworking/ Wellbeing Allowance
• Employee Assistance Programme
• Enhanced maternity & paternity leave
• Company socials
• Employee recognition awards: Employee of the Month, Long service awards, Employee referral scheme