Customer Relationship Manager

Fuse Finance; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A fintech company in Singapore seeks a Customer Relationship Manager to lead post-sale customer relations, ensuring activation, adoption, and issue resolution. Ideal candidates will have over 4 years of experience in client service within transaction banking or fintech. The role demands strong communication skills and an understanding of payments and FX.

Benefits

A Macbook

Opportunity to travel

Flexible vacation policy

Private Healthcare

Employee stock ownership (ESOP)

Flexible working and autonomy

Pay it forward days

Wellness days

Qualifications

• 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.

Responsibilities

• Manage the end-to-end relationship with customers post-sale.
• Drive customer activation and adoption across Fuse's product suite.
• Help customers resolve issues across the payments lifecycle.

Skills

Client service experience

Relationship management

Communication skills

Organisational skills

Job description

Overview

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 are building a new type of clearing bank, connecting globally important growth markets to G7 currencies through named virtual accounts in every jurisdiction. We take quality seriously, using direct central bank clearing where possible, pursuing global banking licenses, and operating a universal reliance KYC model to enable correctly named payments from local accounts in every market.

We’re looking for a 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 help them navigate Fuse, resolve issues, and grow their usage of our platform. This role is critical to ensuring customers succeed with Fuse, including activation, adoption, renewals, and cross-selling, while working closely with Technical CSMs and the Implementation team on integrations. You’ll be comfortable with the mechanics of global payments, such as locating a lost transfer, querying an MT103, or explaining FX and settlement processes.

Key Responsibilities

• 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

Requirements

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

Benefits

• A Macbook
• Opportunity to travel (if applicable)
• Flexible vacation policy
• Private Healthcare
• Employee stock ownership (ESOP)
• Flexible working and autonomy
• Pay it forward days - 2 annual days to volunteer for a cause
• Wellness days - 3 days per quarter to re-energise

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting