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About the role
- Customer Success Manager delivering business value through strong client relationships and product expertise at Fuse Universal. Engaging clients to ensure success and adoption of learning technologies.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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