Customer Relationship Manager

About Fuse

Fuse is rebuilding clearing from the ground up. Fintech has gone global and emerging markets have become growth markets, transitioning from high risk jurisdictions to must have corridors, but clearing banks haven’t evolved. We believe the clearing stack needs to be rebuilt. Treasury pooling and/or stablecoins fix surface level issues, but no one is rebuilding the underlying infrastructure in each market - from correspondent nostro account networks to clearing on local central banks.

We’re building a new type of clearing bank, connecting globally important growth markets (such as the Middle East, China, India, Turkey and many more) to G7 currencies through named virtual accounts in every jurisdiction. We take quality very seriously - using our own direct central bank clearing where possible, applying for global banking licenses, operating a universal reliance KYC model - all to ensure the same few lines of code enables a correctly named payment from a local account in every market, making us the ideal clearing partner for any cross border payment.

The Role

We’re hiring our first Customer Relationship Manager (CRM) to lead the end-to-end relationship with customers post-sale. As the single point of contact for clients, you’ll be responsible for helping them navigate Fuse, resolve issues, and grow their usage of our platform.

This role is critical to ensuring our customers succeed with Fuse. You’ll be responsible for activation, adoption, renewals, and cross-selling additional products, while working closely with our Technical CSMs and Implementation team on integrations. While this isn’t a technical role, you’ll need to be comfortable with the mechanics of global payments—whether that’s finding a lost transfer, querying an MT103, or helping customers understand FX and settlement processes.

As our first CRM hire, you’ll also have a clear growth path to build and lead the CRM function at Fuse as we scale.

Responsibilities Include:

Customer Relationship & Growth

• Act as the single point of contact for customers post-sale, managing the end-to-end relationship
• Drive customer activation and adoption across Fuse’s product suite
• Own renewals and proactively identify cross-sell opportunities to expand customer usage
• Build strong partnerships with clients, becoming a trusted advisor for their payment and FX needs
• Run regular business reviews and check-ins to share insights, product updates, and ensure satisfaction

Issue Resolution & Payment Support

• Help customers resolve issues across the payments lifecycle, including locating lost payments and troubleshooting FX/settlement questions
• Liaise with partner banks to query MT103s and provide customers with clear, timely updates
• Escalate and coordinate with internal teams to resolve customer challenges quickly and effectively

Collaboration & Enablement

• Work alongside Technical CSMs and Implementation to ensure smooth client onboarding and integration
• Partner with Product, Operations, and Sales to bring customer insights into strategy and roadmap discussions
• Document best practices and contribute to internal knowledge-sharing to strengthen the client service function

Function Building & Leadership

• Define playbooks, processes, and KPIs for the CRM function
• Help shape the long-term client service strategy at Fuse
• Grow into a leadership role, scaling the CRM team as the company expands

Must have:

• 4+ years of experience in client service, relationship management, or account management in transaction banking, payments, or fintech
• Proven track record of managing enterprise customer relationships end-to-end
• Strong understanding of payments, FX, and settlement flows
• Confident handling escalations and resolving sensitive customer issues
• Excellent communication and relationship-building skills with senior stakeholders
• Strong organisational skills with the ability to manage multiple complex accounts

Nice to have:

• Experience in a high-growth fintech or startup environment
• Exposure to regulated financial environments
• Familiarity with cross-border payment systems, MT103s, or treasury operations

• A Macbook
• Opportunity to travel (if applicable)
• Unlimited vacation time
• Private Healthcare
• Employee stock ownership (ESOP)
• Flexible working and autonomy
• Pay it forward days - we offer 2 annual pay it forward days where you can take time to volunteer for a charitable cause that is important to you.
• Wellness days - we believe you can only work your best when you feel your best, and we know working at Fuse is intense, so we offer 3 wellness days every quarter where you can take time to re-energise.