Senior Customer Success Manager

Job description

At Fyxer, 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. This is a hands-on role for a commercially-minded operator who thrives in ambiguity and is excited to build from zero. You'll work with our largest and most complex customers - and the ones with the most potential - to drive renewals, find expansion opportunities, and turn usage into value and value into growth. We’re looking for someone who was an Account Manager in a past life - someone who understands how to sell through success, multithread across an org, and turn commercial goals into long-term partnerships. ### What's on offer: - This role is hybrid in our London office (remote work is not available) - Salary: £70,000 - £90,000 year + bonus + equity + benefits - Violaine Yziquel, our CCO, is the hiring manager ### What Success Looks Like in This Role You’ll be at the frontline of our Customer Success motion - helping define it while actively delivering results. We don’t yet have all the tooling, playbooks, or workflows in place - you’ll help build them, while making sure our biggest customers are supported, engaged, and growing. Success means: - Renewals are a no-brainer because value is clear and relationships are deep - Expansions happen regularly because opportunities are spotted and acted on - Customers lean on us as strategic partners - not just vendors. ### Your Three Core Responsibilities ### Drive Retention and Expansion Across Strategic Accounts - Own a portfolio of high-potential, high-complexity enterprise accounts - Drive the full renewal cycle - Multithread across stakeholders to ensure broad, embedded relationships - Surface commercial opportunities through value-based conversations ### Build the Foundations of Customer Success at Fyxer AI - Develop scalable, repeatable playbooks for success, renewal, and expansion - Help shape our tooling and GTM tech stack - helping choose, implement, and evolve the right systems to support success at scale - Define and refine KPIs and dashboards that help us track what matters most for our customers ### Be a Strategic Partner to Product, Sales, and Leadership - Translate customer insights into product feedback and roadmap influence - Collaborate closely with Sales on account planning and pre-to-post handoffs - Bring a commercial lens to everything - always thinking about how success drives revenue ### What Our Ideal Candidate Looks Like - 8+ years in Customer Success or Account Management, with a clear track record of owning revenue (renewals + expansion) - Enterprise experience - you’ve navigated complex orgs, long sales cycles, and strategic conversations - Commercially driven - you’re not afraid to talk numbers, push for value, and ask for the upsell - Builder mindset - you’re energized by ambiguity and excited to help define a motion from scratch - Excellent communicator - confident leading executive conversations, translating technical concepts, and managing internal stakeholders. - Tooling savvy - you know your way around modern GTM tools and can help us choose and implement what works best - Startup-ready - fast, flexible, and energized by change ### The application process 1. Submit your CV (no need for a cover letter) 2. We’ll review it 3. An initial call with someone from the hiring team to review your experience and motivation for joining (30 mins) 4. Customer case study with a panel (45 minutes) 5. Meet more of the team (30 minutes) **Our Culture** Our culture is intentional. It stems from the fact we're in the race of our lives to reshape one of the largest AI opportunities that exist; email. There is only first or last. We're going to win by: - An obsession around that fact that every second counts, we have to move fast with intensity and drive hard every day. - It's on you. You have autonomy to own your outcomes. - Never let it slide, be relentless in challenging yourself and others to strive for the best outcome. This culture is intense; it requires focus and discipline. So we’ll do everything we can to remove distraction, support your wellbeing, and reward your impact