Customer Success Manager

Success is a team sport. You know that in your bones, and it’s what makes you so good at what you do.  

At Fixify, we’re on a mission to change the IT help desk by combining whip-smart tech with a human touch that lets people feel cared for (not handled). So, as you can imagine, the Fixify customer experience is the beating heart of it all.  

As a Customer Success Manager, your role will be equal parts big-picture strategy and hands-on problem solving. You’ll help shape the way customers experience Fixify by building and refining our processes and collaborating across teams to improve our solutions. You’ll help us define what customer success means at Fixify. And you’ll be there to help our customers thrive day-to-day, working closely with help desk teams and customer executives so that everyone feels supported, valued, and empowered.  

So, if you’re ready to help us shape a delightful customer experience that turns customers into brand champions, and if you’re up for changing the game in IT support, this may be the role you’re looking for. We’d love to hear from you! 

What we can do for you  

• Give you the opportunity to help customers solve critical IT challenges and improve their daily operations, which will directly impact their success and ours.  
• Bring you into every facet of a growing SaaS company, with opportunities to learn constantly as you grow in your career.  
• Invite you to help create Fixify’s customer success playbook from the ground up, shaping processes and tools that will scale with us.  
• Surround you with passionate, collaborative colleagues focused on making an industry-changing impact.  

What you can do for us  

• Work directly with customer executives and help desk teams so that everyone is on the same page about partnership goals, priorities, and plans for getting the most value from Fixify’s solutions.  
• Collect help desk processes and configuration details from customers, identify gaps, and communicate actionable insights to internal teams to help improve our service delivery and influence the product roadmap.  
• Meet quarterly with customer executives to review progress, share key metrics, and ensure that they are achieving their goals, all while making sure the value of Fixify is clear and measurable.  
• Collaborate with Fixify’s product, sales, and go-to-market (GTM) teams to turn customer feedback into product enhancements and broaden adoption of Fixify’s features.  
• Keep a close eye on the metrics that drive renewals, catching potential risks in advance and working with the sales and leadership teams to ensure that customers continue their partnership with Fixify.  

What you should bring with you  

• 2-3 years of experience in a SaaS environment, preferably in customer success or a related role, and a proven track record of driving renewals and improving support processes.  
• A strong ability to work effectively in ambiguous environments, adapt to change, and solve problems independently.  
• A passion for helping customers achieve their goals and a relentless focus on delivering value.  
• The ability to communicate well and build trust with stakeholders at every level, both internally and externally.  
• Exceptional follow-through, with a knack for tracking details and ensuring tasks are completed to the highest standard.  
• Familiarity with IT support tools, ticketing systems, and SaaS platforms.