Customer Success Manager

Axiom Cloud is transforming how the world’s cooling systems are powered, operated, and maintained in order to generate significant climate and financial impact. They are seeking a highly motivated and experienced Customer Success professional to drive customer satisfaction, retention, and growth across strategic accounts.

Responsibilities:

• Take a lead role in defining Axiom’s customer success strategy and playbook
• Build and nurture deep relationships with key stakeholders across multiple levels and departments within enterprise accounts
• Act as the primary point of contact for assigned accounts. Key priorities include helping customers to define and achieve their objectives, measure and report on program results, gain access to Axiom resources as appropriate, and engage with sales team members as appropriate for renewals/expansions
• Develop and lead execution on Strategic Account Plans (STRAPs) for each customer account to ensure customers achieve their desired business outcomes by aligning the Axiom solution with the customer’s strategic objectives. STRAPs are to be informed by learnings around customer needs, business challenges and goals
• Regularly engage with customers through Quarterly Business Reviews (QBRs), scheduled operational meetings and routine conversations with key stakeholders to ensure Axiom alignment with customer goals
• Lead the onboarding process for new customers, ensuring a smooth transition and understanding of our products and services
• Solve complex problems, working across product, operations and sales; serve as the voice of the customer and provide internal feedback on how we can better serve customers to maximize value and retention
• Develop and implement processes and tools that help the Customer Success function scale and effectively support customer accounts
• Analyze and present key results, facilitate meetings, and deliver nuanced technical and data-driven messages to customer stakeholders
• Monitor customer health and satisfaction, proactively identifying and mitigating issues and potential risks to prevent customer churn
• Collaborate with the sales team to identify and drive upsell opportunities
• Negotiate contract renewals and expansions with a focus on delivering mutual value
• Meet or exceed revenue retention and expansion targets
• Share customer insights and feedback with Product Management for potential product enhancements and to inform the product roadmap

Requirements:

• 3+ years of professional experience in Account Management, Project Management and/or Customer Success
• 3+ years of experience in customer-facing roles with enterprise customers
• Organized, detail-oriented, and results-driven with a track record of achieving Customer Success KPIs for enterprise SaaS companies (e.g., retention, churn, etc.)
• Self-motivated and able to successfully manage multiple, competing priorities/tasks in a fast-paced work environment
• Strong presentation, storytelling, data analysis, and problem solving skills
• Customer-centric mindset and a passion for delivering exceptional customer satisfaction
• Interest in learning the technical aspects of how Axiom Cloud's product works, and how to effectively communicate technical concepts with external stakeholders
• Interest in working in a startup environment and all that comes with it
• Bachelor's degree (technical, engineering, or business focus is a plus)
• Experience using CRM (e.g. HubSpot)