Scaled Customer Success Manager

Fyxer•New York, NY

21d•$70,000 - $90,000•Onsite

About The Position

At Fyxer AI, we’re not building a traditional Customer Success team - we’re building a high-leverage, commercial motion that turns relationships into revenue and support into strategic partnership. Our CSMs don’t just react - they lead. From $1M to $27M ARR in the last 12 months, making us the fastest growing startup ever in the UK. We are backed by top-tier investors including: Marc Benioff (Founder of Salesforce), Harry Stebbings (Founder of 20VC), David Singleton (Former CTO of Stripe), Madrona (First Investors in Amazon/Snowflake) This role is focused on the long tail of customers. They’re big enough that onboarding and rollout need structure, champions, and a bit of change management - but the way we support them has to scale. So it’s a mix of 1:1 moments where it matters, and 1:many programs that move cohorts forward. You’ll work closely with Sales, Support and Product, and you’ll use what already exists - playbooks, templates, digital resources - improving those over time rather than starting from scratch. You’ll also partner tightly with the Digital team to make scaled success actually work.

Requirements

3+ years in Customer Success or Account Management, ideally SaaS
Real experience in project management and you Get Stuff Done
A commercial brain: you’re comfortable linking outcomes to revenue and talking about growth when it makes sense
A scaled-CS mindset: you don’t jump to bespoke unless it’s truly worth it
Data-driven and tooling-comfortable
Startup-ready - fast, flexible, and energized by change

Responsibilities

Onboard and activate the long tail of customers
Own onboarding end-to-end for this segment, making sure customers activate fast and get value early
Run structured launch sessions with admins and champions, tied to clear objectives
Spot expansion signals early
Drive retention and expansion across your portfolio
Own a large portfolio of SMB accounts and be accountable for their health, renewal readiness, and growth
Stay ahead of renewals by mapping value milestones to timelines and calling risks early
Run clean save plans when needed, and make sure customers feel supported
Grow accounts through value: usage patterns, outcomes achieved, and the next logical steps
Run scaled success with existing resources and Digital partnership
Default to using our existing playbooks, assets, and self-serve content, then make them better as you learn what lands
Work with Digital to build and run 1:many programs that move cohorts efficiently
Test, measure, and iterate on programs and playbooks based on clear success metrics
Feed the loop: share customer feedback with Product and help evolve the CS tooling/workflows that make this segment scale