Mid Market Customer Success Manager
Job Title: Mid-Market Customer Success Manager Location: Remote Hours: Must be available to work Mountain Time (MT), 8:00 AM – 5:00 PM. About Fyxt Fyxt is the AI-powered operating system for commercial real estate. Already powering 22,000 properties across more than 1 billion square feet in the U.S., Canada, and abroad, Fyxt brings enterprise scale to an industry ready for a smarter way to operate. Our platform combines AI-powered lease intelligence, workflow automation, and connected operations to help leading landlords reduce costs, grow net operating income, and turn complex portfolios into more efficient businesses. Founded in 2017 and headquartered in Los Angeles, Fyxt is an award-winning, rapidly growing, venture-backed company with a bold ambition: to become the enterprise system of choice for the world’s leading commercial real estate owners and operators. We’re expanding what AI can do across property operations—connecting information, automating work, and helping teams act before issues become costly problems. Joining Fyxt means helping shape that future, with the scale to make an impact today and the opportunity to define what comes next. Role Overview Fyxt is seeking a relationship-driven, growth-oriented Customer Success Manager to manage and expand our existing mid-market customer portfolio. This role requires a hungry, driven, and results-oriented professional who takes full ownership of historical customer accounts and is accountable for measurable performance across customer re-engagement, platform adoption, retention, and revenue growth. You will be expected to rebuild customer relationships, drive adoption, reduce churn, meet retention targets, and identify and close opportunities to expand existing accounts. Success will be measured against clear KPIs, including customer reactivation, platform utilization, customer retention, account growth, and revenue performance. You must be proactive, persistent, commercially minded, and motivated by hitting targets. We need someone who takes initiative, creates opportunities, holds themselves accountable to results, and consistently drives accounts forward. The ideal candidate combines strong relationship-building skills with commercial instincts and enough technical knowledge to understand software integrations with property management platforms such as MRI and Yardi at a high level.
Key Responsibilities
Account Ownership & Relationship Building: Take ownership of existing accounts, understand their history, re-engage customers, build trusted relationships with key stakeholders, and develop long-term partnerships. Account Growth & Expansion: Identify opportunities to grow accounts through additional properties, increased platform adoption, upselling, and cross-selling. Build relationships with decision-makers to uncover customer needs and expansion opportunities. Customer Retention: Monitor account health, proactively address customer concerns, manage renewal risks, and develop strategies to strengthen retention and long-term customer value. Product Adoption: Help customers maximize their use of Fyxt through training, regular check-ins, strategic account reviews, and recommendations tailored to their business goals. Technical Understanding: Develop a high-level understanding of SaaS integrations, particularly with MRI and Yardi. Help customers understand how systems work together, identify integration-related challenges, and coordinate with internal technical teams to resolve issues. Cross-Functional Collaboration: Partner with Sales, Product, Engineering, and Support to resolve customer challenges, communicate feedback, and advance account growth opportunities. Account Management & Reporting: Maintain accurate account plans, document customer interactions, track expansion opportunities, and monitor retention, adoption, and account performance. Qualifications & Experience 3+ years of experience in Customer Success, Account Management, or a similar B2B SaaS role. Proven ability to manage existing customer relationships, improve engagement, and grow accounts through upselling, cross-selling, or increased adoption. Strong relationship-building, communication, and consultative selling skills, including experience engaging decision-makers. Experience managing renewals, identifying account risks, and developing strategies for customer retention and expansion. Working knowledge of SaaS platforms and software integrations, including how applications exchange data and support business workflows. Familiarity with MRI and/or Yardi is strongly preferred. Experience with APIs, software implementations, or technical account management is a plus. Strong organizational skills and experience using CRM or customer success tools to manage accounts and track opportunities. Experience in commercial real estate, PropTech, property management, or facilities management is a plus. Must be willing to travel up to 20% for client on-site visits, customer meetings, business reviews, and relationship-building activities. What Success Looks Like Building strong relationships across an inherited portfolio of mid-market accounts. Increasing customer engagement, product adoption, and demonstrated value. Improving customer retention and renewal performance. Identifying and converting opportunities to expand existing accounts and grow revenue. Effectively navigating customer questions related to integrations and coordinating technical resources when needed. Why Join Fyxt? Competitive compensation and comprehensive benefits. Remote-first culture with flexible work arrangements. Opportunity to directly influence customer retention, account growth, and company revenue. Collaborative team and opportunities for professional development in a growing PropTech company. Join Fyxt and help transform customer relationships into long-term partnerships and measurable growth.