Client Success Manager

**About Fuse Universal**
Fuse Universal isn’t just another learning company. We’re rudely shaking up the way that people and organisations learn and communicate, right across the world. Our unique Integrated Learning Platform allows businesses to shape their learning around their goals by tapping the inherent knowledge of the experts and peers within their organisation.
Used by over 150 progressive organisations worldwide — including Hilti, Vodafone, Panasonic, Scandic, and Avon — Fuse sparks active engagement for deeper learning experiences that ignite your people’s performance.
**About this role**
Fuse Universal (Fuse) is searching for a self-motivated, proactive, APAC Client Success Manager to join our Client Success Team to devise client-focused initiatives that deliver long-lasting business value. **This is a 9 month maternity cover contract, with the potential to go permanent.**
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 delivers 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 clients 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.
Working within the Services function, it will come as no surprise that you 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 sales process. As a CSM, you will be responsible for engaging with new and existing clients during
- The implementation process to ensure that their learning solution is prepared to launch successfully, and aligned to their needs, delivering a number of client workshops;
- In-life, working with the broader Fuse business to drive user adoption and engagement, lasting business value and world-class service that ultimately leads to client retention and expansion.

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 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 Client Success team forms a crucial part of our Services function here at Fuse. The CS team works directly with our clients 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 Client Success Manager, your core responsibilities will include
- Across APAC, manage all client relationship management activities, with a focus on the enablement, adoption and business value delivery facilitated by strong relationship-building, product and industry knowledge, planning and execution.
- Ensure that an effective account plan is in place for each of your clients, focused on the KPI’s that the client seeks to achieve.
- Drive adoption and engagement of the platform using data to promote client loyalty, retention and advocacy.
- Coach your clients to become experts in the product; guiding learning function structure, business alignment, content structure, and use of data to show business value.
- Collaborate with the wider Services teams (Implementation, Content Services) to design learning experiences that help solve the client’s business problems and deliver business value.
- Contribute to growing our client advocates by engaging clients to partner with us in promoting Fuse (client collaboration, social media activity, webinars, etc.)
- When needed, conduct Quarterly Business Reviews
- Conduct regular check-ins (weekly, fortnightly or monthly), to maintain high levels of business alignment, engagement, and client satisfaction reporting (NPS) that leads to account growth and client retention.
- Facilitate client conversations directly with Product and Technology teams to share process improvements, feedback, and needs/issues contributing to better solutions and driving growth.
- Facilitate client conversations directly with Product, Technology and Support teams on the id