Senior/Principal Customer Success Manager

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

Overview

We are seeking our new Senior/Principal Customer Success Managerto 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.

Responsibilities

• Take ownership of assigned customer relationships (i.e. White-glove, strategic customer portfolio) and team 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 within the adoption and expansion phases, in addition to co-innovating with the customer and bringing in the appropriate Axway team members to guide conversations regarding business use cases and new product functionality.
• Establish and monitor KPIs such as net revenue retention, net contract retention, etc., and deliver periodic reports according to the prescribed frequency.
• Excellent customer satisfaction, as measured by NPS.
• Prepare and maintain a comprehensive customer success plan for each account.
• Develop and share best practices with the team members to continually improve our processes’ quality, effectiveness, and efficiency.
• Collaborate and share customer feedback with internal sales, product, engineering, marketing, and professional services colleagues to enhance product development efforts and increase sales opportunities.
• Maintain clear documentation of all assigned customers.
• Host and lead customer business reviews.

Key Competencies Required

• Excellent written and verbal communication skills to effectively articulate complex technical and business projects/problems and action plans, and influence key decision-makers, both internally and externally.
• Experience and success working with senior and executive-level customer contacts.
• Excellent personal organization and problem-solving skills.
• The ability to excel under pressure and to 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, have a client-first mentality.

Qualifications

• 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.

Company Overview

Axway has been shaping the future of enterprise integration for over 25 years. We are recognized as global industry leaders, helping organizations drive digital transformation with secure, mission-critical software that powers impactful business outcomes.

As part of 74Software, we're backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of enterprise integration solutions.

Why Axway?

At Axway, we believe we're better together. We celebrate diverse perspectives and experiences, knowing our people are our greatest strength. Join us and be part of a team where you can thrive, grow, and make an impact.

We offer benefits that support your health, growth, and lifestyle, so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.

Equal Opportunity Employer

We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.