Senior Customer Success Manager

🚀 Looking for your next role? Join Fraxion, a high-growth SaaS company with a dynamic, collaborative culture and global reach, with offices in Cape Town, South Africa, and the USA.

Position Overview

Fraxion is hiring a Senior Customer Success Manager to own the strategy, tooling, and outcomes of our customer success function. This is a player-coach role: you’ll carry a book of strategic accounts directly, while also owning the systems (HubSpot, Gainsight) that the rest of the CS team runs on, and mentoring other CSMs on discovery, expansion, and retention practice. You report to the Director of Customer Success and work closely with Sales, Product, and Support to keep customers healthy, growing, and renewing.

What You’ll Do

Own strategic accounts

• Manage a portfolio of Fraxion’s most strategic and complex customers end-to-end, from onboarding through renewal.
• Run structured discovery with clients to understand how they’re actually using Fraxion’s spend management platform which modules, which workflows, where the friction is, and where the unrealized value sits.
• Translate discovery findings into expansion opportunities: additional modules, additional users, added PunchOut/vendor connections, or deeper AP automation partnering with Sales on the commercial motion.
• Own retention and growth metrics for your book: net revenue retention, gross churn, adoption, and NPS/CSAT.

Own the customer success tech stack

• Serve as the internal owner and administrator of HubSpot and Gainsight (or equivalent CS platform) for the Customer Success org configuration, health scoring models, playbooks, reporting, and data hygiene.
• Build and maintain the health-score and lifecycle models the rest of the CSM team works from, so risk and expansion signals surface before they become a surprise.
• Define what “good” looks like in the tools segmentation, cadence triggers, renewal alerts and keep the team accountable to using them consistently.
• Partner with RevOps/Sales Ops on data flow between HubSpot, Gainsight, and any billing or product-usage systems.

Lead migrations and platform transitions

• Lead the customer-facing side of migrating clients from legacy platforms or prior Fraxion product generations to current Fraxion offerings, with minimal disruption to the customer’s operations.
• Build repeatable migration playbooks (data mapping, cutover sequencing, validation, rollback plans, communication templates) that the broader CS team can run without reinventing the process each time.
• Coordinate with Implementation, Product, and Engineering to scope migration effort and set realistic customer expectations.

Build the function

• Mentor and coach other CSMs on discovery technique, expansion conversations, and tool usage raising the floor across the team even without formal management authority over headcount.
• Develop and refine playbooks for onboarding, quarterly business reviews, risk escalation, and renewal.
• Represent the voice of the customer in product and roadmap conversations, backed by data from the CS tech stack rather than anecdote.

What You Bring

• 10+ years in customer success, account management, or a closely related client-facing role in B2B SaaS, including experience leading or effectively running a CSM organization or function not just carrying an individual book of business.
• Direct, hands-on ownership of HubSpot and Gainsight (or a comparable enterprise CS platform) you’ve configured health scores, built reporting, and administered the system, not just logged activities into it.
• A proven track record of running structured discovery with clients you can walk into an account, figure out how it’s actually using a product, and turn that into a credible growth plan.
• Demonstrated success growing existing accounts through expansion (upsell/cross-sell), not just holding the line on renewal.
• Strong written and verbal communication skills, comfortable presenting to finance, procurement, and operations stakeholders on the client side as well as executives internally.
• Comfortable operating with a fair amount of autonomy and owning outcomes without needing a formal management title to drive them.

Nice to Have

• Experience migrating customers from a legacy platform, competitor product, or prior product generation onto a new platform this is a significant plus given the migration work this role owns.
• Background in procure-to-pay, AP automation, spend management, or fintech SaaS.
• Experience working with customers on ERPs such as Sage, Acumatica, Microsoft Dynamics, NetSuite, or SYSPRO.
• Gainsight (or other CSM tool) or HubSpot administrator certification.
• Experience in a mid-market-focused SaaS organization (as opposed to pure enterprise or pure SMB).

How Success Is Measured

• Net revenue retention and expansion revenue generated from your account portfolio.
• Gross churn/logo retention within your book.
• Adoption of health-scoring and playbooks by the broader CS team, and data quality within HubSpot/Gainsight.
• On-time, low-friction delivery of any platform migrations you lead.