fluxx · Remote - U.S.
<p>Fluxx is seeking a highly motivated individual to join the Customer Success team.</p> <p>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.</p> <p>Our Customer Success Team is responsible for managing our customer relationships to ensure mutual benefit. Our role is to work closely with our customers throughout the customer lifecycle to help them maximize their investment in our software and get the most out of the platform. To do this well, the Senior Customer Success Manager (Sr. CSM) will be comfortable communicating across various levels of the customer's organization, backed by an understanding of their business objectives, key priorities, and application usage.</p> <p>As a trusted advisor and coach, the CSM partners with customers to implement Fluxx’s solutions to support their strategic business goals, proactively identifying opportunities for growth and expanded value. The CSM will help lead and execute internal initiatives that evolve Customer Success processes and systems, leveraging our Customer CRM (Planhat), data analytics, survey insights, and cross-functional projects to scale impact and improve customer outcomes.</p> <p><strong>This is a full-time, exempt, remote position that reports to the Sr. Director, Customer Success. Candidates must be located in the United States.</strong></p> <p><strong>About Fluxx:</strong></p> <p>At Fluxx, our mission is to be the leading collaborative grantmaking platform in our global communities.</p> <p>We believe in building technology that drives positive impact in our world. Our platform helps foundations and agencies streamline the grantmaking process, making it easier to get funding to those who need it to support their mission. We are driven to facilitate change by automating grantmaking for organizations worldwide. Over the past decade, Fluxx has built a diverse and engaged community of 450+ Grantmakers who work with over 150,000 foundations, government agencies, and nonprofits worldwide. Through Fluxx, they have issued over $15B in grants in the past year alone.</p> <p><strong>How you will make an impact/What you will do:</strong></p> <ul> <li>Independently own a diverse portfolio of Mid-Market and Enterprise customers, including <strong>high-value and complex accounts</strong> with varied configurations, use cases, and organizational structures</li> <li>Share <strong>round-robin coverage</strong> 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</li> <li>Develop and execute <strong>strategic success plans</strong> aligned to customer goals, risk signals, and growth opportunities</li> <li>Take ownership of new customers at go-live, partnering with Implementation on a smooth handoff and early adoption</li> <li>Serve as a trusted advisor to executive and operational stakeholders within customer organizations, <strong>multithreading</strong> across decision-makers, influencers, and end users to deepen relationships and reduce single-contact risk</li> <li>Lead <strong>renewal strategy and execution</strong>, including pricing conversations, contract alignment, and negotiation of multi-year commitments to protect retention and net revenue</li> <li>Proactively identify and drive <strong>upsell and cross-sell opportunities</strong> in partnership with Sales and Account Management</li> <li>Leverage technology, automation, and AI-assisted workflows with a one-to-many approach in managing customers</li> <li>Anticipate customer needs and risks by analyzing usage data, sentiment, and engagement trends</li> <li>Lead proactive interventions to mitigate churn and improve customer health</li> <li> Own <strong>escalated and challenging customer situations</strong> through resolution with confidence and empathy, coordinating Support, Engineering, and Technical Enablement, and turning potential issues into opportunities for deeper engagement</li> <li>Get into the <strong>technical details</strong> 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</li> <li>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.</li> <li>Act as a primary customer advocate internally, influencing Product, Support, Engineering, Integrations, and Marketing</li> <li>Collaborate cross-functionally to resolve complex issues and improve the end-to-end customer experience</li> <li>Contribute to process improvements, playbooks/workflows, and best practices that scale customer success efforts</li> <li>Coach and mentor Associate and peer CSMs through modeling best practices and sharing expertise</li> <li>Demonstrate <strong>advanced proficiency</strong> in tools such as Salesforce, Planhat, and other CS technologies</li> <li>Use data