Fluxx

Customer Success Manager

Fluxx

full-time

Posted on:

Location Type: Remote

Location: California • District of Columbia • United States

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Salary

💰 $102,000 - $110,000 per year

About the role

  • Owns 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
  • Lead executive-level 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.

Requirements

  • 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; 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 lead through ambiguity and drive outcomes in a fast-paced SaaS environment
  • A background in SaaS platforms, grantmaking, or similar technically complex systems.
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
  • Incentive stock options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success methodologieslifecycle managementvalue realizationSaaS platformsGrants Management Systemsdata analysisstrategic planningupsellingcross-sellingprocess improvement
Soft Skills
executive presenceinfluencetrust buildingwritten communicationverbal communicationautonomyaccountabilitystrategic thinkingleadershipempathy