Senior/Principal Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Axway

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Post-IPO Equity on 2016-05

Consulting • Healthcare • Logistics

Axway is a leader in enterprise integration solutions, helping organizations to build, publish, validate, and govern APIs across multiple environments. Their suite of products includes the Amplify Platform for API management, B2B integration services, and secure managed file transfer solutions. With over 25 years of experience, Axway supports various industries including banking and financial services, healthcare, and government by enhancing data security and facilitating digital transformation.

📋 Description

• Own assigned strategic customer relationships throughout the customer journey • Expand Axway’s footprint within assigned accounts • Grow ARR through upsell opportunities while minimizing churn and down-sell risk • Identify adjacent upsell and cross-sell opportunities • Maximize customer utilization of Axway solutions during adoption and expansion phases • Co-innovate with customers and involve appropriate Axway team members to address business use cases and new product functionality • Establish and monitor KPIs such as net revenue retention and net contract retention • Deliver periodic reports according to prescribed frequencies • Drive excellent customer satisfaction measured by NPS • Prepare and maintain comprehensive customer success plans for each account • Develop and share best practices with team members • Collaborate with sales, product, engineering, marketing, and professional services colleagues • Share customer feedback to enhance product development and increase sales opportunities • Maintain clear documentation of assigned customers • Host and lead customer business reviews

🎯 Requirements

• 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 • Relevant University Degree or equivalent work experience • University degree and ITIL Foundations qualifications preferred • Excellent written and verbal communication skills to articulate complex technical and business projects/problems and action plans • 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 ability to self-start, prioritize, and multi-task • Strong interpersonal aptitude and ability to build trust quickly • Client-first mentality

🏖️ Benefits

• Health coverage • Retirement plans • Paid time off • Flexible work • Career development • Competitive pay • Global culture perks