Customer Success Manager

Fringe is an HR technology company based in Richmond, Virginia. Founded in late 2018, Fringe is the first ever platform for personalized lifestyle benefits. At Fringe, we are a relentlessly people-focused group revolutionizing the way employers care for their people in the benefits space. We’re a supportive, down-to-earth team, fully committed to the belief that relationships fuel outstanding client experience.

We’re looking for an experienced Customer Success Manager to join our Success team and support Fringe’s largest customers. You’ll work across the full customer lifecycle, from onboarding to regular business reviews, helping clients achieve their goals while strengthening loyalty, adoption, and long-term partnerships.

Key Capabilities Required:

• Customer Engagement & Onboarding – Lead onboarding experiences that set customers up for long-term success.
• Strategic Partnership – Uncover customer goals and deliver personalized recommendations to optimize their Fringe experience.
• Communication & Influence – Inform internal teams around customer needs and outcomes.
• Analytical & Organized – Use Salesforce (or similar) to manage accounts, track data, and share customer stories that influence decisions.
• Relationship Builder – Proactively create trusted, collaborative partnerships with stakeholders at multiple levels.

• Develop deep expertise in the Fringe platform to confidently guide customers and partners to solutions.
• In partnership with Implementation Specialists, onboard and guide new clients and their people onto Fringe, tailoring experiences to customer goals.
• Collaborate with key partners to deliver a quality Fringe experience for mutual enterprise clients, ensuring shared goals of all parties are met.
• Serve as the voice of the customer internally, sharing insights and opportunities across the organization.
• Deliver proactive check-ins and business reviews with customer leadership.
• Partner with Support to address employee issues quickly and delightfully.
• Identify opportunities for upsell and expansion.
• Maintain accurate and timely records in Salesforce of all customer activity and opportunities.
• Reduce churn risk by fostering loyalty and long-term adoption.

• 3+ years of experience in Customer Success or a related client-facing role.
• Strong track record of building and maintaining customer relationships, ideally with mid-market or large accounts.
• Exceptional communication, organization, and collaboration skills.
• Empathetic, proactive, and customer-centric mindset.
• Adaptable to change, ambiguity, and the pace of a high-growth startup.

At Fringe, we care about lifestyle benefits. It’s our entire business! Our desire is to be able to support each and every Fringe employee inside and outside of work. Our benefits include:

• Competitive salary for all employees
• Employer-paid medical, dental, and vision insurance for individuals and families
• 3% company match on 401(K) retirement contributions
• Unlimited paid time off (2 weeks minimum/year) as well as paid holidays, volunteer days, wellness days, and parental leave
• Stock options so you can participate in our success
• Company-sponsored happy hours and team events (in person and virtually)
• Your choice of monthly Fringe lifestyle benefits, ranging from travel to apparel to delivery services.
• Free access to Doordash DashPass and Masterclass.
• Company wellness program

We built Fringe to give companies a better way to show love and care to their people. Because we believe it’s the people who really matter.

Companies exist because of the products and services they offer, but we believe the people within them should come first. At Fringe, this is the way we live.

Practically this means we hire people who care about their teammates just as much as (if not more than) themselves. We hire people who are genuine, humble, willing to learn, ready to teach, able to adapt, flex, collaborate, celebrate each other, win together and lose together.

We’re a startup, and that means we must be a courageous group. We solve problems all day, but we also mess up sometimes. We extend grace to each other, and we try again. We aren’t looking for perfect people. We’re looking for people who own their faults, play to their strengths, and have the courage to simply be the same person all the time.

If that doesn’t sound like your cup of cold brew, no hard feelings. But that’s exactly who we are and what you can expect when you work at Fringe.

Still interested? We’d love for you to apply.