Principal Customer Success Manager

Position Overview

Principal Customer Success Manager

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 the customer to identify adjacent opportunities for upsells and cross-sells.
• Partner with customers to maximize utilization of the Axway solutions during the adoption and expansion phases, and co-innovate by engaging the appropriate Axway team members for business use cases and product functionality discussions.
• Establish and monitor KPIs such as net revenue retention and net contract retention, delivering periodic reports as prescribed.
• 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 continuously improve process quality, effectiveness, and efficiency.
• Collaborate and share customer feedback with internal sales, product, engineering, marketing, and professional services to enhance product development efforts and sales opportunities.
• Maintain clear documentation of all assigned customers.
• Host and lead customer business reviews.

Required Qualifications

• Excellent written and verbal communication skills to effectively articulate complex technical and business challenges and action plans, influencing key decision-makers.
• Experience and success working with senior and executive-level customer contacts.
• Excellent personal organization and problem-solving skills.
• Ability to excel under pressure and 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 and maintain 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.
• University degree and ITIL Foundations qualifications preferred; must have a relevant University Degree or equivalent work experience.