Scaled Customer Success Manager

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.What you will be doingOnboard and activate the long tail of customersOwn onboarding end-to-end for this segment, making sure customers activate fast and get value earlyRun structured launch sessions with admins and champions, tied to clear objectivesSpot expansion signals earlyDrive retention and expansion across your portfolioOwn a large portfolio of SMB accounts and be accountable for their health, renewal readiness, and growthStay ahead of renewals by mapping value milestones to timelines and calling risks earlyRun clean save plans when needed, and make sure customers feel supportedGrow accounts through value: usage patterns, outcomes achieved, and the next logical stepsRun scaled success with existing resources and Digital partnershipDefault to using our existing playbooks, assets, and self-serve content, then make them better as you learn what landsWork with Digital to build and run 1:many programs that move cohorts efficientlyTest, measure, and iterate on programs and playbooks based on clear success metricsFeed the loop: share customer feedback with Product and help evolve the CS tooling/workflows that make this segment scaleWhat you should have3 years in Customer Success or Account Management, ideally SaaSReal experience in project management and you Get Stuff DoneA commercial brain: you’re comfortable linking outcomes to revenue and talking about growth when it makes senseA scaled-CS mindset: you don’t jump to bespoke unless it’s truly worth itData-driven and tooling-comfortableStartup-ready - fast, flexible, and energized by changeOur CultureOur 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 the 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.🚀 Apply now and let’s create something truly epic!This role is full timeThis role pays $70,000 - $90,000 /year equityViolaine Yziquel, our CCO, is the hiring managerLocation: NYC (office in central NYC)The application processSubmit your CV (no need for a cover letter)We’ll review itAn initial call with someone from the hiring manager to review your experience and motivation for joining (30 mins)Hiring manager interview (30min)Customer case study with a panel (45 minutes)Final Stage with LeaderCompensation Range: $80K - $100K

Salary : $70,000 - $90,000