Mid Market Customer Success Manager

Fyxt is seeking a Mid-Market Customer Success Manager to manage and grow its existing customer portfolio. The role focuses on rebuilding customer relationships, driving platform adoption and retention, expanding accounts, and coordinating with internal teams on customer needs and technical challenges.

Responsibilities:

• Account Ownership & Relationship Building: Take ownership of existing accounts, understand their history, re-engage customers, build trusted relationships with key stakeholders, and develop long-term partnerships
• Account Growth & Expansion: Identify opportunities to grow accounts through additional properties, increased platform adoption, upselling, and cross-selling. Build relationships with decision-makers to uncover customer needs and expansion opportunities
• Customer Retention: Monitor account health, proactively address customer concerns, manage renewal risks, and develop strategies to strengthen retention and long-term customer value
• Product Adoption: Help customers maximize their use of Fyxt through training, regular check-ins, strategic account reviews, and recommendations tailored to their business goals
• Technical Understanding: Develop a high-level understanding of SaaS integrations, particularly with MRI and Yardi. Help customers understand how systems work together, identify integration-related challenges, and coordinate with internal technical teams to resolve issues
• Cross-Functional Collaboration: Partner with Sales, Product, Engineering, and Support to resolve customer challenges, communicate feedback, and advance account growth opportunities
• Account Management & Reporting: Maintain accurate account plans, document customer interactions, track expansion opportunities, and monitor retention, adoption, and account performance

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a similar B2B SaaS role
• Proven ability to manage existing customer relationships, improve engagement, and grow accounts through upselling, cross-selling, or increased adoption
• Strong relationship-building, communication, and consultative selling skills, including experience engaging decision-makers
• Experience managing renewals, identifying account risks, and developing strategies for customer retention and expansion
• Working knowledge of SaaS platforms and software integrations, including how applications exchange data and support business workflows
• Strong organizational skills and experience using CRM or customer success tools to manage accounts and track opportunities
• Familiarity with MRI and/or Yardi is strongly preferred
• Experience with APIs, software implementations, or technical account management is a plus
• Experience in commercial real estate, PropTech, property management, or facilities management is a plus