Senior Customer Success Manager
New
F
FluxxGrantmaking software
Candidates must be located in the United States.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
- Bring 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.
- Have strong technical aptitude and experience working with complex SaaS platforms.
- Be comfortable moving between technical details and strategic, outcome-focused conversations.
- Bring strong executive presence and the ability to influence and build trust at all levels.
- Demonstrate autonomy, accountability, and strategic thinking.
- Be able to independently manage and prioritize a diverse book of business across renewals, escalations, and proactive engagement.
- Be able to lead through ambiguity and drive outcomes in a fast-paced SaaS environment.
- Experience in grants management or with Grants Management Systems (GMS) is preferred.
- Knowledge of the Fluxx platform and its backend structure and configuration capabilities is a plus.
- Experience with Planhat, Salesforce, or similar customer success platforms is a plus.
- CSM certification or formal customer success training is a bonus qualification.
Responsibilities
- Own a diverse portfolio of Mid-Market and Enterprise customers, including high-value and complex accounts.
- Provide round-robin coverage for the broader customer base, including inquiries, renewals, go-lives, webinars, and reference outreach.
- Develop and execute strategic success plans aligned with customer goals, risks, and growth opportunities.
- Lead renewal strategy and execution, including pricing discussions, contract alignment, and multi-year negotiations.
- Identify and pursue upsell and cross-sell opportunities with Sales and Account Management.
- Analyze usage, sentiment, and engagement data to anticipate needs, prioritize accounts, and mitigate churn.
- Resolve escalated customer situations by coordinating with Support, Engineering, and Technical Enablement.
- Lead executive health checks and business reviews using data-driven materials tailored to customer stakeholders.
- Partner across teams to resolve issues, improve customer experience, and evolve customer success processes and playbooks.
- Coach peer and Associate CSMs and support customer enablement, training, and Advanced Services opportunities.
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