Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Scaled Customer Success Manager leading onboarding and account management for SMB customers at Fyxer AI startup. Driving retention and expansion with a commercial focus in a fast-paced environment.
Responsibilities
- Own onboarding end-to-end for this segment, making sure customers activate fast and get value early
- Run structured launch sessions with admins and champions, tied to clear objectives
- Spot expansion signals early
- Own a large portfolio of SMB accounts and be accountable for their health, renewal readiness, and growth
- Stay ahead of renewals by mapping value milestones to timelines and calling risks early
- Run clean save plans when needed, and make sure customers feel supported
- Grow accounts through value: usage patterns, outcomes achieved, and the next logical steps
- Default to using our existing playbooks, assets, and self-serve content, then make them better as you learn what lands
- Work with Digital to build and run 1:many programs that move cohorts efficiently
- Test, measure, and iterate on programs and playbooks based on clear success metrics
- Feed the loop: share customer feedback with Product and help evolve the CS tooling/workflows that make this segment scale
Requirements
- 3+ years in Customer Success or Account Management, ideally SaaS
- Real experience in project management and you Get Stuff Done
- A commercial brain: you’re comfortable linking outcomes to revenue and talking about growth when it makes sense
- A scaled-CS mindset: you don’t jump to bespoke unless it’s truly worth it
- Data-driven and tooling-comfortable
- Startup-ready - fast, flexible, and energized by change
Benefits
- Equity
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