Head of Customer Success

Job Title:
Head of Customer Success Management

Location: Midtown Manhattan, New York

Hiring Manager: Violaine Yziquel, CCO

Salary: $180,000 - $210,000 DOE + $180,000 - $210,000 Equity + Bonus

Revenue Goal: $100M+ by EOY 2026

At Fyxer, we’re not building a traditional Customer Success team – we’re building a commercial engine that turns customers into strategic partners and retention into predictable expansion revenue.

This is the leadership role for someone who’s done it before – someone who’s built and scaled Customer Success Management from the ground up, turned it into a revenue driver, and knows how to balance strategic vision with hands‑on execution.

You’ll own the entire post‑sales motion: renewals, expansion, customer health, and the systems and playbooks that make it repeatable. You’ll lead a small but mighty team of CSMs, work alongside Sales and Product leadership, and be a key voice in how we scale from 32M to 100M ARR and beyond.

We’re looking for someone who thinks like a GM – commercially obsessed, operationally excellent, and ready to roll up their sleeves while building the function that becomes the backbone of our revenue growth.

You’ll be responsible for building and leading the Customer Success Management function at Fyxer – not just managing a team, but defining the motion, the metrics, and the muscle memory that makes customer growth inevitable.

Success means:

• Strong net revenue retention because expansion is systematic, not opportunistic

• Renewals are predictable and frictionless because we’ve delivered value

• Your team is a revenue engine – CSMs are hitting expansion targets and commercial outcomes are clear

• Customer insights drive product roadmap and GTM strategy

• 8+ years in Customer Success or Account Management, with 3+ years leading teams in high‑growth B2B SaaS

• Proven track record building CS from early stages and owning revenue targets (NRR, expansion ARR)

• Commercially driven – you’ve driven expansion revenue and are comfortable in C‑level conversations

• Operationally excellent – you’ve built playbooks and made data‑driven decisions

• Exceptional leader and communicator who can influence cross‑functionally

• Startup‑ready – you thrive in ambiguity, move fast, and are hands‑on when needed

• Build the Team: Take full responsibility for building and leading a commercially elite Customer Success function. From hiring and coaching to performance management, you create a team of CSMs who own retention and drive expansion. You set a high bar, define clear expectations, and ensure the team delivers measurable revenue outcomes.

• Own the Number: Net Revenue Retention and expansion ARR sit squarely with you. You bring rigor to forecasting, renewals, and account growth. You step into key deals when needed, balancing strategic oversight with hands‑on execution to consistently hit and exceed commercial targets.

• Design the Engine: Architect the scalable operating system behind Customer Success. From onboarding and adoption to renewal and upsell, you build playbooks, dashboards, and processes that create visibility, reduce risk, and unlock growth. Everything you implement works today – and scales to 10x tomorrow.

• Be the Voice of the Customer: Act as the strategic bridge between customers and the business. You translate customer insight into product direction and GTM strategy. You partner closely with Sales, Product, and Leadership to ensure we’re building what matters – and turning customer success into a true competitive advantage.

We are intentional about our team. We believe a small, exceptional team working with extreme focus will always outperform a large, bloated organization.

• Autonomy: We hire people who want ownership and then we actually give it to them.

• Velocity: You will be fast‑tracked into senior responsibilities far earlier than at a traditional company.

• Scale: We are on track to hit $100M in revenue by the end of 2026
  . This is a rare opportunity to join a high‑growth rocket ship at the foundational stage.