Principal Customer Success Manager at Axway

Position Overview

We are seeking our new Customer Success Manager to join the Axway team! The Principal Customer Success Manager is responsible for customer success within Axway's managed cloud and SaaS business in the Americas. Customer Success at Axway facilitates effective ongoing technology deployment, adoption, expansion, and engagement throughout the entire customer journey, enabling customers to achieve their desired business outcomes, leading to increased revenues and expansion opportunities.

Key Responsibilities

• Take ownership of assigned customer relationships (i.e., White-glove, strategic customer portfolio) and collaborate 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 customers to identify adjacent opportunities for upsells and cross-sells.
• Partner with customers to maximize utilization of Axway solutions during adoption and expansion phases, co-innovate with customers, and involve the appropriate Axway team members to discuss business use cases and new product functionality.
• Establish and monitor KPIs such as net revenue retention and net contract retention, delivering periodic reports per schedule.
• Ensure excellent customer satisfaction as measured by NPS.
• Prepare and maintain a comprehensive customer success plan for each account.
• Develop and share best practices with team members to continually improve process quality, effectiveness, and efficiency.
• Collaborate with internal sales, product, engineering, marketing, and professional services teams to enhance product development efforts and increase sales opportunities.
• Maintain clear documentation of all assigned customers.
• Host and lead customer business reviews.
• Exhibit strong interpersonal skills, excellent organization and problem-solving abilities, and a client-first mentality.

Required Qualifications

• At least 7 years of direct customer success/engagement management experience.
• At least 7 years of pertinent technology experience in tech software and cloud (SaaS) disciplines.
• Proven experience with MS Office/Teams, SalesForce, ServiceNow, Jira, Confluence, PBI, or equivalent operational tools.
• University degree and ITIL Foundations qualifications preferred, or equivalent work experience.