Fuze: Enterprise Customer Success Manager
2 Copley Place, Floor 7
Boston, MA 02116

Employee Testimonials

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Fuze is a high-growth, venture-backed Boston-based company with more than 650 employees and worldwide operations.Ourcore valuesdrive the way we conduct business every day and define our company culture. Were growing at lightning fast speed to meet the demands of the evolving unified communications as a service (UCaaS) market. We provide a global, cloud-based unified communications platform that empowers productivity and delivers insights across the enterprise by enabling simplified business voice communications, flexible video conferencing and always-on collaboration. Fuze allows the modern, mobile workforce to seamlessly communicate anytime, anywhere, across any device.

Enterprise Customer Success Managers (CSMs) are responsible for building and maintaining relationships with existing Fuze, with a Focus on Retention, Adoption around our communications and SaaS products, as well as looking for opportunities for expansion increasing the Value customer finds from our suite of products. CSMs are regularly talking to customers and assisting with needs such as general account questions, service adds, project coordination, and facilitating occasional Billing and Support resolution. Customer Success Managers must be able to communicate new services and products to both C-Level business owners as well as technical users (e.g. IT Managers, Helpdesk Managers, etc). A high degree of understanding of technical terminology and a keen desire to learn is considered advantageous and pivotal to this role. If youre looking to find a great deal of variety in your day-to-day initiatives, this role will not disappoint. If you like to dive right in and roll up your sleeves and play a key role in maintaining solid business relationships and building new ones, the Customer Success team is the place to be!

What You'll Do:

  • Responsible for ongoing relationship management of current customer base
  • Responsible for retaining established clients and maintaining customer references
  • Able to educate customers on Fuzeproduct offerings and services
  • Assist project managers during client on boarding process
  • Manage and coordinate solving conflicts
  • Occasional travel is required, onsite customer visits for major clients

What You'll Need:

  • Organized and analytical, able to eliminate sales obstacles through creative and adaptive approaches
  • Ability to strategically manage a portfolio of customers
  • 5+ years relevant experience in customer relationship management / account management
  • Strong project management or organizational skills
  • Experience working in a hi-tech setting is preferred
  • Flexibility to working in a dynamic work environment is essential
  • Willingness to build professional relationships with customers in addition to maintaining existing customer base relations.
  • Able to work in a team environment but also able to work independently

Bachelor's Degree Required or equivalent experience

#LI-KM1

Full-time

Why We Work Here

Alexander Johnson
Software Engineer

Each day, I look forward to the camaraderie we develop writing the software that runs Fuze's backend. Our agile approach creates great software practices by combining short sprints with stringent peer reviews. Not only have I learned to be a faster and more efficient programmer, but also smarter about the code I write through the collaboration and support of my colleagues.

Juan Soprano
Director of Backend Engineering

Since I've joined Fuze I’ve nothing but great moments and experiences. The culture is amazing and even tho the company has grown a lot you still feel part of the big picture as the communication between all the different offices around the world is amazing (we are a communication solutions provider after all right? :P). Also on the dev side its great to be part of a company that is always trying to innovate and try new and challenging things, its hard to get bored with legacy code or old technology in Fuze!!

Julio Viera
Vice President of Engineering

I've been working for one year in engineering and I absolutely love it. The team is full of energy and we are all working together for a common goal. The management team knows how to transmit the right priorities so we can focus only on the important stuff and deliver on time.

Also we have an incredibly effective sales team, this boost the morale of everyone with every closed deal and pushes the company forward.

Ron

Fuze gives me a front row seat to all of the excitement and wins of building a successful company. The best part? It's not just to watch: I'm also part of a team of brilliant minds and amazing doers.  The challenges we face day to day are made much easier thanks to the incredible talent and leadership here.