Senior Customer Success Manager

Job not on LinkedIn

🕒 August 27

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 26%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fraxion

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

💸 Finance

💰 $750k Venture Round on 2016-06

SaaS • B2B • Finance

Fraxion is a procure-to-pay SaaS platform for mid-market organizations. Fraxion delivers unified purchasing, accounts payable, and expense management on a single platform to provide spend visibility, compliance, digital workflows, and proactive controls. It targets mid-sized finance teams, automating purchasing, expenses and accounts payable and offering spend analysis to improve financial controls and efficiency.

📋 Description

• Own the strategy, tooling, and outcomes of Fraxion’s customer success function • Manage a portfolio of strategic and complex customers end-to-end, from onboarding through renewal • Run structured discovery to understand product usage, workflows, friction, and unrealized value • Translate discovery findings into expansion opportunities and partner with Sales on the commercial motion • Own net revenue retention, gross churn, adoption, and NPS/CSAT metrics for the account portfolio • Administer HubSpot and Gainsight or an equivalent CS platform, including configuration, health scoring, playbooks, reporting, and data hygiene • Build and maintain health-score and lifecycle models, segmentation, cadence triggers, and renewal alerts • Partner with RevOps/Sales Ops on data flow between CS, billing, and product-usage systems • Lead customer-facing migrations from legacy platforms or prior Fraxion product generations • Build repeatable migration playbooks covering data mapping, cutover sequencing, validation, rollback plans, and communication templates • Coordinate with Implementation, Product, and Engineering on migration scope and customer expectations • Mentor and coach CSMs on discovery, expansion conversations, and tool usage • Develop and refine onboarding, quarterly business review, risk escalation, and renewal playbooks • Represent the voice of the customer in product and roadmap conversations

🎯 Requirements

• 10+ years in customer success, account management, or a closely related client-facing role in B2B SaaS • Experience leading or effectively running a CSM organization or function • Direct, hands-on ownership and administration of HubSpot and Gainsight or a comparable enterprise CS platform • Experience configuring health scores, building reporting, and administering a CS platform • Proven track record of running structured client discovery and turning findings into credible growth plans • Demonstrated success growing existing accounts through upsell and cross-sell • Strong written and verbal communication skills • Comfortable presenting to finance, procurement, and operations stakeholders and internal executives • Ability to operate autonomously and own outcomes without a formal management title • Experience migrating customers from a legacy platform, competitor product, or prior product generation is a significant plus • Background in procure-to-pay, AP automation, spend management, or fintech SaaS is a plus • Experience with ERPs such as Sage, Acumatica, Microsoft Dynamics, NetSuite, or SYSPRO is a plus • Gainsight, another CSM tool, or HubSpot administrator certification is a plus • Experience in a mid-market-focused SaaS organization is a plus

🏖️ Benefits

• Dynamic, collaborative culture • Global reach • Remote work arrangement

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