Requirements

• 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
,
• 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

What the job involves

• 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
,
• 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
,
• 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

• Flexible PTO: We give you the flexibility to celebrate your local holidays, and we celebrate several holidays as a team
,
• Remote Work/Life Benefit: We support your well-being. Get up to $120/month (USD) or €110/month (EUR) reimbursed for internet, phone plans, gym memberships, and mental health services, so you stay connected, active, and balanced
,
• Home Workspace: We want our remote teammates to be set up for success, so we allow a one-time $500 (USD) reimbursement to get what you need for your home workspace
,
• Company Paid Holidays: We give you the flexibility to celebrate your local holidays, but we also celebrate several holidays as a team. We leave you to customize your holidays with your manager
,
• Paid Parental Leave: our children are important. Enjoy up to 16 weeks of paid leave for birthing parents and 8 weeks of paid leave for non-birthing parents
,
• Company-Wide Connection: Our virtual games, 1:1 coffee hangouts, and weekly all-hands keep the company culture connected and thriving within our 100% remote work structure
,
• Stock Options: Be part of something bigger. Our stock option program gives you the potential to share in our future growth and achievements
,
• 401(k) Plans: We care about your future. Get access to a variety of retirement options
,
• Health & Wellness: Mixmax offers comprehensive medical, vision, and dental insurance with flexible savings account options
,
• Long/Short Term Disability: Get a portion of your salary covered if you become disabled and cannot work while employed with us