Customer Success Specialist supporting athletes’ and team players with hotel reservations and customer inquiries. Collaborating with internal teams to optimize workflow and customer satisfaction.
About the role
- Enterprise Customer Success Manager owning and managing strategic accounts at Fuse Universal. Driving business value and customer retention across complex multi-stakeholder relationships in SaaS.
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 or EMEA-based enterprise accounts
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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