Senior Customer Success Manager

at Mixmax

Remote

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.

🚀 Outcomes

In Your First 3 Months

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

In Your First 6 Months

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

💼 What You’ll Be Doing

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

🧠 What We’re Looking For

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

🧩 Core Competencies

🚀 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

💜 Why Mixmax?

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