Customer Success Manager

Overview

Fluxx is seeking a highly motivated individual to join the Customer Success team. As a Customer Success Manager, you will own a defined book of Mid-Market and Enterprise customers, while also contributing to the success and renewal coverage of our broader small-to-midmarket customer base through ad hoc support and shared renewal efforts. 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.

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 Customer Success Manager (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.

As a trusted advisor and coach, the CSM partners with customers to apply Fluxx's solutions in support of 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.

This is a full-time, exempt, remote position that reports to the Sr. Director, Customer Success. Candidates must be located in the United States. We are not hiring consultants/ contractors for this role.

About Fluxx: At Fluxx our mission is to be the leading collaborative grantmaking platform in our global communities. 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 through solutions that automate 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.

• Owns a portfolio of Mid-Market and Enterprise customers, including high-value and complex accounts
• Develop and execute strategic success plans aligned to customer goals, risk signals, and growth opportunities
• Serve as a trusted advisor to executive and operational stakeholders within customer organizations
• Lead renewal strategy and execution, including pricing conversations and contract alignment
• Proactively identify and drive upsell and cross-sell opportunities in partnership with Sales and Account Management
• Leverage technology and automation 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
• Deliver executive-level health checks, business reviews, and outcome-based conversations
• Manage and resolve high-stakes or escalated customer situations with confidence and empathy
• Lead executive-level 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.

• 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…