Fluxx is hiring a Customer Success Manager to join our team. In this role, you will serve as a trusted advisor and coach for a portfolio of Mid-Market and Enterprise customers, driving platform adoption, ensuring long-term retention and growth, and leading renewal strategy and execution. You will also contribute to scaling customer success efforts across the broader customer base.
What You'll Do
- Own a portfolio of Mid-Market and Enterprise customers, including high-value and complex accounts.
- Develop and execute strategic success plans aligned to customer goals, risk signals, and growth opportunities.
- Serve as a trusted advisor to executive and operational stakeholders within customer organizations.
- Lead renewal strategy and execution, including pricing conversations and contract alignment.
- Proactively identify and drive upsell and cross-sell opportunities in partnership with Sales and Account Management.
- Leverage technology and automation 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.
- Deliver executive-level health checks, business reviews, and outcome-based conversations.
- Manage and resolve high-stakes or escalated customer situations with confidence and empathy.
- 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, 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 and Planhat.
- Use data to inform strategy, prioritize accounts, and communicate customer insights effectively.
- Support customer enablement through tailored guidance, training sessions, and strategic recommendations.
What We're Looking For
- 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.
- 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 lead through ambiguity and drive outcomes in a fast-paced SaaS environment.
- A background in SaaS platforms, grantmaking, or similar technically complex systems.
Nice to Have
- Experience in the grants management space or with Grants Management Systems (GMS).
- Knowledge of the Fluxx platform, including its backend structure and configuration capabilities.
- Experience with Planhat, Salesforce, or similar CS platforms.
- CSM certification or formal customer success training.
Technical Stack
- Salesforce
- Planhat
Team & Environment
You will join our Customer Success team and report to the Sr. Director, Customer Success.
Benefits & Compensation
- 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
- Incentive stock options
- Compensation: Zone 2: $108,000 – $110,000; Zone 3: $102,000 – $105,000
Work Mode
This is a fully remote position open to candidates located within the United States.
Fluxx is a people-first and inclusive workplace committed to continuous learning. We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
