Principal Customer Success Manager

Axway is a global provider of secure, mission-critical enterprise integration software that supports digital transformation. The Principal Customer Success Manager will own strategic customer relationships in the Americas, driving adoption, expansion, retention, and business outcomes across Axway’s managed cloud and SaaS business. The role also involves monitoring customer success metrics, leading business reviews, maintaining success plans, and collaborating with internal teams to improve products and expand sales opportunities.

Responsibilities:

• Take ownership of assigned customer relationships (i.e. White-glove, strategic customer portfolio) and team with your accounts along the customer journey to expand Axway’s footprint
• Grow ARR (Annual Recurring Revenue) with existing customers by maximizing upsell opportunities, while minimizing churn and down-sell (risk management)
• Continually work with the customer to identify adjacent opportunities for upsells and cross-sells
• Partner with customers to maximize utilization of the Axway solutions within the adoption and expansion phases, in addition to co-innovating with the customer and bringing in the appropriate Axway team members to guide conversations regarding business use cases and new product functionality
• Establish and monitor KPIs such as net revenue retention, net contract retention, etc., and deliver periodic reports according to the prescribed frequency
• Excellent customer satisfaction, as measured by NPS
• Prepare and maintain a comprehensive customer success plan for each account
• Develop and share best practices with the team members to continually improve our processes’ quality, effectiveness, and efficiency
• Collaborate and share customer feedback with internal sales, product, engineering, marketing, and professional services colleagues to enhance product development efforts and increase sales opportunities
• Maintain clear documentation of all assigned customers
• Host and lead customer business reviews

Requirements:

• Excellent written and verbal communication skills to effectively articulate complex technical and business projects/problems and action plans, and influence key decision-makers, both internally and externally
• Experience and success working with senior and executive-level customer contacts
• Excellent personal organization and problem-solving skills
• The ability to excel under pressure and to meet deadlines
• Strong work ethic with the ability to self-start, prioritize, and multi-task
• Strong interpersonal aptitude with the ability to build trust quickly, have a client-first mentality
• At least seven (7) years of direct customer success/engagement management experience
• At least five (7) years of pertinent technology experience in tech software and cloud (SaaS) disciplines
• Proven experience with MS Office/Teams, SalesForce, ServiceNow, Jira, Confluence, PBI and/or equivalent operational tools
• Must have a relevant University Degree or equivalent work experience
• University degree and ITIL Foundations qualifications preferred