Senior Customer Success Manager
New
F
FluxxGrantmaking software
Candidates must be located in the United States. Fluxx is currently seeking candidates in Zones 2 and 3 for this role.Full-TimeSenior
SalaryZone 2 – Boston, Los Angeles, San Diego, Seattle, Washington D.C. $125,000 – $133,000; Zone 3 – All other U.S. locations $125,000 – $133,000. This position is also eligible for a combined target-based bonus/commission.
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Job Details
- Experience
- 5+ years of experience in Customer Success, Account Management, or a related customer-facing role
- Required Skills
- SalesforceCustomer SuccessAccount ManagementData analytics
Requirements
- Have 5+ years of experience in Customer Success, Account Management, or a related customer-facing role.
- Demonstrate success managing complex customer relationships and driving the full renewal lifecycle and expansion.
- Understand customer success methodologies, lifecycle management, and value realization.
- Bring technical aptitude and experience with complex SaaS platforms.
- Be comfortable moving between technical details and strategic, outcome-focused conversations.
- Bring executive presence and the ability to influence and build trust at all organizational levels.
- Demonstrate autonomy, accountability, and strategic thinking.
- Be able to manage a diverse book of business and prioritize renewals, escalations, and proactive engagement.
- Demonstrate advanced proficiency with Salesforce, Planhat, and other Customer Success technologies.
- Experience in grants management or Grants Management Systems (GMS) is preferred.
- Knowledge of the Fluxx platform, including its backend structure and configuration capabilities, is a plus.
- Experience with Planhat, Salesforce, or similar CS platforms is a bonus qualification.
- CSM certification or formal customer success training is a bonus qualification.
Responsibilities
- Own a diverse portfolio of Mid-Market and Enterprise customers, including complex accounts.
- Provide round-robin support for customer inquiries, renewals, go-lives, webinars, and reference outreach.
- Develop and execute strategic success plans aligned with customer goals, risks, and growth opportunities.
- Coordinate new-customer handoffs with Implementation and support early adoption.
- Lead renewal strategy, pricing conversations, contract alignment, and multi-year commitment negotiations.
- Identify upsell and cross-sell opportunities with Sales and Account Management.
- Analyze usage, sentiment, and engagement data to prioritize accounts and mitigate churn.
- Resolve escalated customer situations in coordination with Support, Engineering, and Technical Enablement.
- Lead executive health checks and business reviews using data-driven materials tailored to customer stakeholders.
- Advocate for customers internally, contribute to scalable CS processes, and coach Associate and peer CSMs.
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