Senior/Principal Customer Success Manager

Axway is a pioneer in empowering organizations to achieve digital transformation and unlock innovation. The Senior/Principal Customer Success Manager is responsible for ensuring customer success within Axway’s managed cloud and SaaS business, focusing on customer engagement, technology deployment, and driving business outcomes.

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