Enterprise 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 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 role, as an Enterprise Customer Success Manager, you'll own the largest and most strategic Fuse accounts, acting as a trusted advisor to senior stakeholders. You'll drive business value, adoption, and retention at scale, while identifying expansion opportunities and mitigating churn risk.

You will manage complex, multi-stakeholder relationships, ensuring alignment between Fuse solutions and your clients' organisational goals. You will work closely with Sales, Product, Professional Services, and Support to deliver a seamless customer experience and measurable business outcomes.

This role requires a commercially savvy, strategic thinker who can influence executive stakeholders, quantify business value, and act as a champion for the customer internally.

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 CS 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

• Own and manage a portfolio of strategic enterprise accounts, serving as the primary point of contact for senior and executive stakeholders
• Develop and execute strategic success plans aligned with customer objectives, KPIs, and ROI metrics
• Drive adoption, engagement, and business value across large, distributed user bases
• Lead executive‑level business reviews, presenting insights, trends, and opportunities for adoption, retention, and expansion
• Identify and mitigate churn risk, coordinating with internal teams to address adoption, satisfaction, or technical challenges
• Act as the voice of the customer, advocating for customer needs internally and influencing product roadmap priorities
• Partner with Sales on renewals, expansion, and upsell opportunities, providing data‑driven recommendations
• Collaborate across teams to ensure smooth onboarding, feature adoption, and client success at scale
• Monitor customer health, usage trends, and engagement metrics to proactively optimise outcomes

Requirements

• 5+ years' experience in Customer Success or a related customer‑facing role within a SaaS organisation, managing enterprise or strategic accounts
• Experience managing complex accounts with multi‑level stakeholders, including executive sponsors
• Strong commercial acumen, with experience supporting renewals, expansion, and retention strategies
• Proven ability to develop strategic success plans and demonstrate measurable business value to clients
• Analytical and data‑driven, able to leverage usage metrics and ROI to influence decisions and guide strategy
• Excellent communication, influencing, and stakeholder management skills at senior levels
• Ability to manage multiple high‑value accounts and priorities simultaneously
• Tech‑savvy and comfortable with SaaS learning platforms, able to demonstrate solutions and recommend best practices
• Resilient, proactive, and outcome‑focused, with a strong sense of ownership and advocacy for clients

Preferred

• Experience in Learning & Development, HR Tech, or enterprise enablement platforms
• Experience managing global o