Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of a varied portfolio of Mid-Market and Enterprise clients, which includes high-value and intricate accounts.

• Provide comprehensive coverage for the wider customer base through reactive inquiries, renewals, go-lives, webinars, and reference outreach.

• Create and implement strategic success plans that align with customer objectives, risk indicators, and growth opportunities.

• Manage new customers during the go-live phase and collaborate with Implementation for a smooth handoff and early adoption.

• Counsel executive and operational stakeholders within customer organizations, engaging with decision-makers, influencers, and end-users.

• Direct the renewal strategy and execution, which encompasses pricing discussions, contract alignment, and multi-year negotiations.

• Identify and promote upsell and cross-sell opportunities in collaboration with Sales and Account Management.

• Leverage technology, automation, and AI-enhanced workflows to efficiently manage customers at scale.

• Analyze usage data, sentiment, and engagement patterns to foresee customer needs and potential risks.

• Lead initiatives to reduce churn and enhance customer health.

• Address escalated customer issues by coordinating with Support, Engineering, and Technical Enablement teams.

• Diagnose configuration, workflow, and integration challenges and link technical aspects to customer strategies.

• Conduct executive-level health checks and business reviews with data-driven insights and customized messaging.

• Serve as an advocate for customers internally across Product, Support, Engineering, Integrations, and Marketing departments.

• Collaborate across functions to resolve complex issues and enhance the customer experience.

• Contribute to the development of scalable processes, playbooks, workflows, and best practices.

• Mentor and coach Associate and peer CSMs.

• Utilize Salesforce, Planhat, and other customer success technologies.

• Employ data to prioritize accounts and convey customer insights.

• Provide customized customer guidance, training, and strategic recommendations.

• Facilitate Advanced Services, professional services, and training opportunities.

⛳️ Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role.

• Demonstrated success in managing complex customer relationships and overseeing the entire renewal lifecycle, including expansions.

• In-depth knowledge of customer success methodologies, lifecycle management, and value realization.

• Strong technical skills and experience with complex SaaS platforms.

• Experience in the grants management sector or familiarity with Grants Management Systems (GMS) is preferred.

• Strong executive presence with the ability to influence and establish trust at all organizational levels.

• Exceptional written and verbal communication skills.

• High level of autonomy, accountability, and strategic thinking.

• Capability to independently manage a diverse portfolio of clients, prioritizing renewals, escalations, and proactive engagement.

• Ability to navigate ambiguity and achieve results in a fast-paced SaaS environment.

• Familiarity with the Fluxx platform, including backend structure and configuration capabilities, is a plus.

• Experience with Planhat, Salesforce, or comparable customer success platforms.

• CSM certification or formal training in customer success.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible time off.

• Paid sick leave.

• 12 weeks of fully-paid parental leave.

• Annual stipend for learning and development.

• Internet stipend.

• One-time home office setup stipend.

• 401(k) retirement plan with company match.

• Incentive stock options, subject to the terms of Fluxx’s applicable stock plans.

• Eligibility for a combined target-based bonus/commission.