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.