[Remote] Sr. Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Fluxx provides a collaborative grantmaking platform for foundations and agencies. The Senior Customer Success Manager owns customer relationships across the customer lifecycle, driving adoption, measurable outcomes, retention, and growth. The role also advances scalable Customer Success processes and systems through data, technology, and cross-functional initiatives.

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

Skills

• 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
• 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
• Experience with Planhat, Salesforce, or similar CS platforms
• Experience in the grants management space or with Grants Management Systems (GMS) is preferred
• Knowledge of the Fluxx platform, including its backend structure and configuration capabilities a plus
• CSM certification or formal customer success training

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
• Eligible for incentive stock options, subject to the terms of Fluxx’s applicable stock plans
• Remote position

Company Overview