Senior Customer Success Manager

About this role

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.