Senior Customer Success Manager

At Mixmax, we’re building the future of how revenue teams work — smarter, faster, and more human. Our platform helps go-to-market teams close more deals by automating busywork, delivering real-time insights, and integrating seamlessly into the tools they already use.

Customer Success is at the heart of that mission. We’re hiring a Senior Customer Success Manager to help our customers unlock the full value of Mixmax — driving adoption, retention, and growth across our key customers. You’ll act as a trusted advisor to fast-moving sales and revenue teams, helping them automate workflows, improve productivity, and achieve measurable business outcomes.

You’ll operate with a founder’s mindset — owning outcomes, scaling success programs, and constantly improving how we deliver value.

This role reports directly to the VP of Customer Success and plays a key role in shaping how Mixmax supports, grows, and delights its customers at scale.

If you’re excited by the challenge of supporting hundreds of growing teams through proactive engagement, data-driven insights, and human connection, we want to hear from you.

• Deeply understand Mixmax’s product, customer workflows, and success playbooks
• Take ownership of a segment of key customers, driving adoption and health
• Identify early churn risks and create action plans to stabilize accounts
• Deliver high-quality onboarding experiences and uncover expansion opportunities
• Build strong relationships with cross-functional partners in Sales, Product, and Support

• Consistently achieve retention and expansion goals across your portfolio
• Build scalable processes for engagement and renewal readiness
• Use data to identify customer patterns and inform proactive outreach
• Collaborate with Product to advocate for customer needs and feature feedback
• Contribute to Customer Success strategy, automation, and tooling improvements

• Manage a portfolio of key customers, ensuring adoption, retention, and satisfaction
• Act as a strategic advisor — helping customers automate workflows and measure ROI
• Monitor account health and usage data to identify and address risk early
• Design and execute scalable success campaigns to drive engagement at scale
• Lead both renewal and expansion conversations confidently and consultatively
• Partner with Support and Product to resolve issues and improve the user experience
• Surface insights from customer interactions to influence roadmap and priorities
• Continuously refine playbooks and processes to increase efficiency and impact

• 4+ years of experience in Customer Success, Account Management, or related roles in SaaS
• Proven track record managing SMB or mid-market portfolios at scale
• Strong understanding of SaaS metrics (NRR, churn, adoption, health scoring)
• Excellent communication — concise, warm, and customer-centric
• Analytical mindset with ability to interpret data and translate it into action
• Experience building and running success programs (automated journeys, QBRs, etc.)
• Experience handling renewals and pricing negotiations
• Familiarity with tools like HubSpot, Salesforce, Gainsight, or Vitally
• High ownership, self-direction, and comfort operating in a fast-moving, remote environment
• Passion for helping customers succeed and delivering measurable business outcomes

• 🚀 Commercial Acumen – You understand renewals, pricing negotiations, upsell levers, and customer lifetime value.
• 🎯 Customer-Centric Thinking – You focus on customer outcomes and measure success by impact, not activity.
• 📊 Data-Driven Decision Making – You interpret usage data and metrics to prioritize and act with precision.
• 🧭 Strategic Relationship Management – You build trust, anticipate needs, and drive long-term success.
• ⚙️ Operational Efficiency – You balance personalization with scalable, automated engagement.
• 💬 Clear Communication – You deliver complex messages simply, clearly, and empathetically.
• 🤝 Cross-Functional Collaboration – You work fluidly across Sales, Product, and Support to create customer value.
• 🧠 Continuous Improvement Mindset – You refine playbooks, tools, and processes to make Customer Success smarter every quarter.
• 🧠 AI Knowledge & Enablement

• Remote-first with async-friendly workflows and a globally distributed team
• Fast-growing product with strong market fit and a vibrant, loyal customer base
• A culture that values autonomy, quality, and momentum
• Competitive compensation, meaningful equity, and flexible time off
• An inclusive, thoughtful team that values long-term success — for customers and each other