Senior Customer Success Manager

You’ve seen what happens when customer success is done right. A product doesn’t just get implemented, it gets embedded. Teams change how they work. Metrics move. Value is so clear and impactful that customers want to show it off. Renewals aren’t tense conversations, they’re the natural result of measurable impact.

You know customer success isn’t about friendly check-ins. It’s about outcomes – and making those outcomes undeniable. It’s about helping customers operationalize a product in a way that changes how they work and ensuring that progress is visible to the people who matter. 

At Fixify, we’re building an AI-native IT automation platform that sits directly inside real support workflows. The work matters. Our customers rely on it every day. And as a Senior Customer Success Manager, you’ll own the post-sale journey that ensures it delivers measurable, sustained impact.

This is a senior role with real ownership. You’ll manage onboarding, drive adoption, secure renewals, and surface expansion opportunities. You’ll work closely with Engineering, Product, and GTM to ensure customers succeed — and that their feedback directly shapes how we evolve the platform.

Because we’re still growing, you’ll also help shape how Customer Success operates at scale. You won’t just manage accounts — you’ll influence how we define success.

• Offer real ownership of meaningful customer relationships and outcomes.
• Provide the opportunity to shape how Customer Success scales in a fast-growing company.
• Give you direct collaboration with Product and Engineering — your customer insights will influence roadmap decisions.
• Put you at the center of a product that is transforming IT operations through AI.
• Surround you with a team that values clarity, accountability, and working together to win.

• Own the post-sale customer lifecycle, including onboarding, adoption, renewal, and expansion.
• Lead onboarding and early adoption efforts in partnership with Engineering and Operations.
• Drive measurable customer outcomes through defined success metrics and executive reporting.
• Identify renewal risks early and implement mitigation plans.
• Progress expansion opportunities through additional use-cases and broader workflow adoption.
• Deliver executive business reviews that clearly demonstrate value.
• Translate customer feedback and usage insights into actionable input for Product and GTM.
• Communicate new features and releases in a way that drives continued adoption.
• Help build scalable Customer Success processes as we grow.

• 7+ years of experience in Customer Success, SaaS, or post-sale customer-facing roles.
• Demonstrated success driving adoption, renewals, and expansion.
• Experience working with technical products or operational workflows.
• Comfort engaging executive stakeholders and translating data into value narratives.
• The ability to collaborate effectively across Sales, Engineering, Product, and Operations.
• Strong judgment in ambiguous or fast-moving environments.
• A bias toward action and accountability.

Remote, USA.