[Hiring] Senior Customer Success Manager @Fluxx

Role Description

Fluxx is seeking a highly motivated individual to join the Customer Success team as a Senior Customer Success Manager. You will independently own a diverse book of Mid-Market and Enterprise customers, while also supporting renewals, escalations, and ad hoc needs across our broader small-to-midmarket customer base. You will serve as a trusted advisor, guiding customers to measurable outcomes, driving adoption of the Fluxx platform, and ensuring long-term retention and growth.

Our Customer Success Team is responsible for managing our customer relationships to ensure mutual benefit. The Senior Customer Success Manager (Sr. CSM) will be comfortable communicating across various levels of the customer's organization, backed by an understanding of their business objectives, key priorities, and application usage.

As a trusted advisor and coach, the CSM partners with customers to implement Fluxx’s solutions to support their strategic business goals, proactively identifying opportunities for growth and expanded value. The CSM will help lead and execute internal initiatives that evolve Customer Success processes and systems, leveraging our Customer CRM (Planhat), data analytics, survey insights, and cross-functional projects to scale impact and improve customer outcomes.

This is a full-time, exempt, remote position that reports to the Sr. Director, Customer Success. Candidates must be located in the United States.

Responsibilities

• Independently own a diverse portfolio of Mid-Market and Enterprise customers, including high-value and complex accounts with varied configurations, use cases, and organizational structures.
• Share round-robin coverage of our broader customer base as part of a team-based model, supporting customers beyond your assigned book through reactive inquiries, renewals, go-lives, webinars, and reference outreach.
• Develop and execute strategic success plans aligned to customer goals, risk signals, and growth opportunities.
• Take ownership of new customers at go-live, partnering with Implementation on a smooth handoff and early adoption.
• Serve as a trusted advisor to executive and operational stakeholders within customer organizations, multithreading across decision-makers, influencers, and end users to deepen relationships and reduce single-contact risk.
• Lead renewal strategy and execution, including pricing conversations, contract alignment, and negotiation of multi-year commitments to protect retention and net revenue.
• Proactively identify and drive upsell and cross-sell opportunities in partnership with Sales and Account Management.
• Leverage technology, automation, and AI-assisted workflows with a one-to-many approach in managing customers.
• Anticipate customer needs and risks by analyzing usage data, sentiment, and engagement trends.
• Lead proactive interventions to mitigate churn and improve customer health.
• Own escalated and challenging customer situations through resolution with confidence and empathy, coordinating Support, Engineering, and Technical Enablement, and turning potential issues into opportunities for deeper engagement.
• Get into the technical details of configuration, workflows, and integrations when needed to diagnose issues and unblock customers, then bring the conversation back to strategy and keep customers on the path to their goals.
• Lead executive-level health checks and business reviews by developing compelling, data-driven materials; collaborating cross-functionally on content and deliverables; tailoring messaging to key customer personas; and clearly articulating the value and impact of the Fluxx platform to stakeholders at all levels.
• Act as a primary customer advocate internally, influencing Product, Support, Engineering, Integrations, and Marketing.
• Collaborate cross-functionally to resolve complex issues and improve the end-to-end customer experience.
• Contribute to process improvements, playbooks/workflows, and best practices that scale customer success efforts.
• Coach and mentor Associate and peer CSMs through modeling best practices and sharing expertise.
• Demonstrate advanced proficiency in tools such as Salesforce, Planhat, and other CS technologies.
• Use data to inform strategy, prioritize accounts, and communicate customer insights effectively.
• Support customer enablement through tailored guidance, training sessions, and strategic recommendations.
• Identify and facilitate opportunities for Advanced Services, professional services, and training by partnering with customers and internal teams to ensure timely alignment, delivery readiness, and measurable outcomes.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role.
• Proven success in managing complex customer relationships and driving the full renewal lifecycle, along with expansion.
• Deep understanding of customer success methodologies, lifecycle management, and value realization.
• Strong technical aptitude, with experience working in complex SaaS platforms and comfort moving between technical detail and strategic, outcome-focused conversations; experience in the grants management space or with Grants Management Systems (GMS) is preferred.
• Strong executive presence with the ability to influence and build trust at all levels.
• Excellent written and verbal communication skills.
• High degree of autonomy, accountability, and strategic thinking.
• Ability to independently manage a diverse book of business, prioritizing across renewals, escalations, and proactive engagement.
• Ability to lead through ambiguity and drive outcomes in a fast-paced SaaS environment.

Bonus Qualifications

• Knowledge of the Fluxx platform, including its backend structure and configuration capabilities a plus.
• Experience with Planhat, Salesforce, or similar CS platforms.
• CSM certification or formal customer success training.

Salary

Fluxx is committed to fair, transparent, and equitable compensation practices. We use a market-based approach that accounts for labor costs by geographic region, as well as company size and industry benchmarks. This role is categorized into three compensation tiers based on location, with the following expected annual base salary:

• Zone 1 – San Francisco Bay Area, New York City: We are not currently hiring for Zone 1 locations.
• Zone 2 – Boston, Los Angeles, San Diego, Seattle, Washington D.C.: $125,000 – $133,000.
• Zone 3 – All other U.S. locations: $125,000 – $133,000.

This position is also eligible for a combined target-based bonus/commission. The range listed reflects the expectations outlined in this job description. The final salary and commission package will be determined based on, but not limited to: (a) the candidate’s location, (b) individual skills and qualifications, and (c) relevant experience.

Benefits

• Medical, dental, and vision insurance.
• Flexible time off.
• Paid sick leave.
• 12 weeks of fully-paid parental leave.
• Annual learning and development stipend.
• Internet stipend.
• One-time home office set-up stipend.
• 401(k) retirement plan with company match.
• This position is also eligible for incentive stock options, subject to the terms of Fluxx’s applicable stock plans.