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About FuseMetrix Group
FuseMetrix Group is a leading provider of cloud-based business management solutions, helping businesses predominantly in the leisure industry streamline operations, enhance guest experiences, and grow with confidence. Our all-in-one platform combines CRM, ERP, ticketing, EPOS, finance and more - delivering powerful tools to household name venues.
As we continue to scale, we’re looking for an experienced Head of Customer Success to help lead and evolve how we support our growing client base.
The Role
The Head of Customer Success will be responsible for leading and developing our Support, Projects, and Account Management teams. You’ll ensure our customers are getting maximum value from the platform, and that we’re consistently delivering service that is proactive, effective, and aligned with our clients' goals.
This is a strategic, people-focused leadership role that would suit someone with a background in SaaS, customer success, or operations - and a passion for building high-performing teams and great customer relationships.
Key Responsibilities
- Lead and mentor our wonderful cross-functional team spanning support, onboarding, and account management.
- Develop and implement processes that improve customer experience and internal efficiency.
- Define and track KPIs for customer satisfaction, retention, and success.
- Ensure the team consistently meets agreed SLAs and response targets, maintaining high standards of support delivery.
- Collaborate with Product, Sales, and Development teams to feed in client feedback and influence the roadmap.
- Support the success of key clients through effective communication, escalations, and strategic oversight.
- Foster a culture of continuous improvement and customer advocacy across the team.
Required Skills & Experience
- Proven experience leading customer success or operational teams in a SaaS, leisure or tech-driven environment.
- A deep understanding of client lifecycle management and post-sales engagement.
- Strong interpersonal skills with a natural ability to build trust with clients and internal teams.
- Experience implementing scalable processes, tools, and metrics for customer success.
- A hands-on leadership style - someone who’s comfortable zooming in or out as needed.
- Experience in the leisure, hospitality, or ticketing industry would be an advantage but isn’t essential.
Why Join FuseMetrix Group?
- Work with a well-established platform trusted by many of the UK’s most exciting leisure venues, with a growing presence internationally.
- Play a pivotal role in shaping the future of our customer experience.
- Join a friendly, collaborative, and ambitious team with a passion for innovation.
- Competitive salary, benefits, and the chance to make a real impact.
