Senior Customer Success Leader, Cloud & SaaS Growth

Axway; United States; On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health coverage

Retirement plans

Paid time off

Flexible work

Career development

Competitive pay

Global culture perks

Job summary

Axway is seeking a Senior/Principal Customer Success Manager to drive success in our managed cloud and SaaS business across the Americas. You will own strategic relationships, partner with customers to maximize adoption and expansion, and lead business reviews with executive stakeholders.

You will collaborate with sales, product, engineering, and services teams to drive retention, revenue growth, and customer outcomes, while monitoring KPIs and maintaining detailed account plans.

Qualifications

• Seven+ years in direct customer success/engagement management.
• Experience with tech software and cloud (SaaS) disciplines.

Responsibilities

• Own assigned customer relationships and work with accounts along the journey to expand Axway’s footprint.
• Grow ARR with existing customers by maximizing upsell opportunities while minimizing churn and down-sell.
• Identify adjacent opportunities for upsells and cross-sells with customers.
• Partner with customers to maximize utilization of Axway solutions during adoption and expansion phases.
• Establish and monitor KPIs such as net revenue retention and net contract retention; deliver periodic reports.
• Maintain high customer satisfaction as measured by NPS.
• Prepare and maintain a comprehensive customer success plan for each account.
• Share best practices with team members to improve processes.
• Collaborate with internal teams to incorporate customer feedback into product development.
• Maintain clear documentation of all assigned customers; host and lead business reviews.

Skills

Stakeholder management

Executive communication

Customer success

Salesforce

Jira/Confluence

NPS analysis

KPI reporting

Cross-functional collaboration

Education

University degree

ITIL Foundations

Tools

Salesforce

ServiceNow

Jira

Confluence

Power BI

MS Office/Teams

Job description

Axway is seeking a Senior/Principal Customer Success Manager to drive success in our managed cloud and SaaS business across the Americas. You will own strategic relationships, partner with customers to maximize adoption and expansion, and lead business reviews with executive stakeholders.

You will collaborate with sales, product, engineering, and services teams to drive retention, revenue growth, and customer outcomes, while monitoring KPIs and maintaining detailed account plans.