Senior Customer Success Manager

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.