Fluxx - Sr. Customer Success Manager

• Independently own a diverse portfolio of Mid-Market and Enterprise customers, including high-value and complex accounts with varied configurations, use cases, and organizational structures • high-value and complex accounts • round-robin coverage • Develop and execute strategic success plans aligned to customer goals, risk signals, and growth opportunities • strategic success plans • Take ownership of new customers at go-live, partnering with Implementation on a smooth handoff and early adoption • Serve as a trusted advisor to executive and operational stakeholders within customer organizations, multithreading across decision-makers, influencers, and end users to deepen relationships and reduce single-contact risk • multithreading • Lead renewal strategy and execution, including pricing conversations, contract alignment, and negotiation of multi-year commitments to protect retention and net revenue • renewal strategy and execution • Proactively identify and drive upsell and cross-sell opportunities in partnership with Sales and Account Management • upsell and cross-sell opportunities • Leverage technology, automation, and AI-assisted workflows 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 • Own escalated and challenging customer situations through resolution with confidence and empathy, coordinating Support, Engineering, and Technical Enablement, and turning potential issues into opportunities for deeper engagement • escalated and challenging customer situations • Get into the technical details 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 • technical details • 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. • 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 • advanced proficiency • 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.