Sr. Customer Success Manager

Fluxx is seeking a highly motivated individual to join the Customer Success team. As a Senior Customer Success Manager, you will independently own a diverse book of Mid-Market and Enterprise customers, while also supporting renewals, escalations, and ad hoc needs across our broader small-to-midmarket customer base. You will serve as a trusted advisor, guiding customers to measurable outcomes, driving adoption of the Fluxx platform, and ensuring long-term retention and growth. This is a full-time, exempt, remote position that reports to the Sr. Director, Customer Success. Candidates must be located in the United States.

Responsibilities

Independently own a diverse portfolio of Mid-Market and Enterprise customers; Share round-robin coverage of the broader customer base, supporting 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; Serve as a trusted advisor to executive and operational stakeholders; Lead renewal strategy and execution, including pricing conversations, contract alignment, and negotiation of multi-year commitments; Proactively identify and drive upsell and cross-sell opportunities with Sales and Account Management; Leverage technology, automation, and AI-assisted workflows with a one-to-many approach; 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, coordinating Support, Engineering, and Technical Enablement; Get into technical details of configuration, workflows, and integrations when needed; Lead executive-level health checks and business reviews; Act as a primary customer advocate internally; Collaborate cross-functionally to resolve complex issues and improve the end-to-end customer experience; Contribute to process improvements, playbooks/workflows, and best practices; Coach and mentor Associate and peer CSMs; Demonstrate advanced proficiency in Salesforce, Planhat, and other CS technologies; Use data to inform strategy, prioritize accounts, and communicate customer insights; Support customer enablement through tailored guidance, training sessions, and strategic recommendations; Identify and facilitate opportunities for Advanced Services, professional services, and training

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 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; Candidates must be located in the United States

Nice to have

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

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; Eligibility for incentive stock options, subject to Fluxx's applicable stock plans; Target-based bonus/commission eligibility