Customer Success Manager

Axoni; Waterloo, Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading learning and enablement platform is seeking a Customer Success Manager to develop customer strategies and manage relationships. The ideal candidate will have 3-5 years of experience in customer ownership roles and a university degree. Responsibilities include executing customer success processes and collaborating with internal teams to drive outcomes. Enjoy a hybrid work environment with opportunities for growth and innovation.

Benefits

Collaborative work environment

Diverse team

Flexible working location

Commitment to diversity and inclusion

Qualifications

• 3-5 years in customer success, consulting, or sales roles.
• Ability to define deadlines and work under pressure.
• Experience in drafting and negotiating proposals.

Responsibilities

• Develop and manage customer strategies for revenue targets.
• Cultivate relationships at various organizational levels.
• Facilitate value discussions and quarterly business reviews.

Skills

Customer ownership

Relationship building

Data-driven decision making

Leadership

Negotiation

Education

University degree

Job description

Overview

Axonify is the leading learning and enablement platform, redefining frontline performance and empowering companies to achieve unmatched customer experience (CX), higher sales, improved workplace safety, and lower turnover. We are an AI-first solution that leverages technology to solve real-world challenges for frontline teams. Our platform transforms slow, inconsistent, or unscalable work processes by integrating thoughtful AI, brain science, and personalized development. This approach helps over 4 million people in 160+ countries unlock their full potential and achieve next-level performance. Our industry-leading 83% engagement rate demonstrates the power of our SaaS platform, built on a robust, future-ready AI foundation emphasizing crystal-clear data, continuous growth, and rigorous quality.

If you thrive on turning challenges into opportunities, believe in the collective power of "we," aren’t afraid to innovate with a "Let’s try this" attitude, and are ready to help us lead the charge in AI-driven enablement, we want to talk to you. Let’s change the game together!

Responsibilities

• Develop a customer strategy and assume responsibility for a revenue target for 20-40 customers
• Cultivate and maintain relationships from executive level (VP and Director-Level) through mid-management and tactical line of business roles
• Execute the Customer Success Process with customers to ensure they achieve their desired outcomes, articulate clear business value, and become valued members of the Axonify community
• Execute activities included in the Customer Success Process, including:
• Facilitate value conversations with customers to understand goals and how success will be achieved
• Conduct account analysis and create customer strategies with subject matter experts within Axonify
• Craft and negotiate renewal and uplift proposals
• Accurately forecast renewal and expansion revenue
• Assist in new customer launch activities and reporting
• Assist customers in adopting new Axonify capabilities and collect feedback to align customer needs with Axonify’s agenda for innovation
• Prepare and conduct quarterly business reviews and business value analyses to identify areas where Axonify adds value
• Manage/mitigate risk within customer accounts by creating value and leveraging internal teams
• Ensure all customers are executing their program and growing against Axonify’s customer maturity model
• Partner with internal teams (Marketing, Sales, Product, Finance, Professional Services, Customer Support) to share customer stories, drive pipeline, inform product decisions, and support successful outcomes
• Identify opportunities to improve the Customer Success program and share best practices to create a world-class program for Axonify and customers
• Other duties as required

The things you bring

• 3-5 years in customer ownership roles (customer success, consulting, sales, account management); university degree preferred
• Ability to define and meet deadlines, work under pressure, and build/maintain productive customer relationships
• Ability to educate and reframe customer thinking using data and insights to achieve win-win outcomes
• Experience in drafting and negotiating proposals and supporting business cases for investment
• Ability to create senior-level relationships and engage new contacts at all levels of the organization
• Ability to demonstrate leadership and coordinate efforts across different functional areas to support customer initiatives and growth
• Self-starter with the ability to prioritize activities and meet renewal targets
• Comfortable working remotely and in different time zones
• Commitment to continuous improvement, self-development, and lifelong learning
• Align work with Axonify’s core values – Empathetic, Bold, Innovative & Empowering

It’s okay if your experience doesn’t check every box. If you check off more than a few, we’d welcome a chance to learn what you can bring and how you can contribute to our culture.

Work location

Axonify embraces a hybrid-flexible work environment. You can choose the location that supports your day—home office or one of our offices in Waterloo and Toronto, Ontario. On Wednesdays, eligible team members gather at a local office for “Work from Work Wednesdays” to energize the week with collaboration. If your location is outside a commutable distance to Waterloo or Toronto, you will have the flexibility to work remotely. Regardless of location, you’ll have access to the tools and support needed for success.

The things you’ll enjoy

• An impactful product that gives back to communities and frontline workers
• People with great attitudes that lead to great results through our values: Empathetic, Bold, Innovative and Empowering
• A diverse team that celebrates unique perspectives
• Leaders who trust you, adapt to you as an individual, and encourage you to be your best
• The Perks of working with Axonify

Ready to join the team?

Apply. Our Talent Acquisition team is committed to providing an outstanding experience throughout your journey with us. Learn more about Axonify by visiting axonify.com/careers. We believe our team’s diverse life experiences, cultures, beliefs and abilities add richness to our culture, and our ongoing commitment to diversity and inclusion creates an environment that supports belonging for all team members. We strive to remove barriers for candidates and welcome accommodations during the journey; email [e-mail] to request accommodations.