Senior Customer Success Architect — Remote

Axuall; Northern (KY); Hybrid; USD 1,451,000 - 1,674,000; Full time

Benefits offered by this job

401(k) with Employer Match

Wellness Stipend

Professional Development Reimbursement

Work From Home Stipend

Remote Work Flexibility

Flexible PTO

Paid parental leave

Job summary

Axuall is building a formal Customer Success function. The Senior Customer Success Manager will partner with the SVP of Customer Experience to design and launch the program, own a portfolio of accounts, and drive adoption and retention across the Axuall platform.

This build-and-run role coordinates with Account Management, Client Services, and Implementation to ensure a seamless customer journey from onboarding to ongoing success, while renewal ownership remains with the SAM team.

Qualifications

• 5+ years in Customer Success or Account Management in a healthcare tech/SaaS environment.
• Experience building or maturing a Customer Success function with playbooks or programs.
• Excellent client service skills across healthcare roles.

Responsibilities

• Co-design and build Axuall's Customer Success strategy, playbooks, and lifecycle framework.
• Own a portfolio of relationships post-implementation to drive adoption and value realization.
• Lead regular health checks and reviews, flag risk, and inform account strategy.
• Collaborate with Client Services, Implementation, Product, and Solutions teams.

Skills

Customer Success

Healthcare SaaS

Account management

Cross-functional collaboration

Relationship management

Education

Bachelor's degree in related field

Tools

CRM software

Data analytics tools

Job description

Axuall is building a formal Customer Success function. The Senior Customer Success Manager will partner with the SVP of Customer Experience to design and launch the program, own a portfolio of accounts, and drive adoption and retention across the Axuall platform.

This build-and-run role coordinates with Account Management, Client Services, and Implementation to ensure a seamless customer journey from onboarding to ongoing success, while renewal ownership remains with the SAM team.