Senior/Principal Customer Success Manager

Axway; United States Virgin Islands; On-site; USD 120,000 - 180,000; Full time

Job summary

Axway is seeking a Senior/Principal Customer Success Manager to own strategic customer relationships in the Americas. You will drive adoption, expansion, and engagement across managed cloud and SaaS offerings, expanding Axway’s footprint and revenue while reducing churn.

You will partner with customers to maximize product value, lead business reviews, and collaborate with sales, product, and services to align on business use cases and new features. Remote or onsite options encouraged.

Qualifications

• At least seven years of direct customer success/engagement management experience.
• At least five years of technology experience in tech software or cloud (SaaS).
• Proven experience with MS Office/Teams, Salesforce, ServiceNow, Jira, Confluence, and Power BI.
• University degree and ITIL Foundations qualifications preferred.

Responsibilities

• Take ownership of assigned customer relationships and guide the journey to expand Axway’s footprint.
• Grow ARR with existing customers by maximizing upsell opportunities while minimizing churn.
• Identify adjacent upsell/cross-sell opportunities and collaborate with sales.
• Lead customer business reviews and develop comprehensive success plans for each account.
• Monitor KPIs (net revenue retention, contract retention) and provide periodic reports.

Skills

Customer success

Executive communication

Stakeholder management

Account planning

Upsell/cross-sell

Education

University degree

ITIL Foundations (preferred)

Tools

Salesforce

ServiceNow

Jira

Confluence

Power BI

Job description

Overview

We are seeking our new Senior/Principal Customer Success Manager to 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

At Axway, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, Axway is driving the future of enterprise integration. We’re on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions.

Why Axway?

We believe in the power of togetherness. When you’re part of Axway, you’re part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head‑on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership to inspire you daily. Here, you’ll grow, innovate, and succeed because we’re better together. Each step forward in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together. Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en .

Ready to shape the future? Let’s get started—because at Axway, together, we can. Together, we will.

Axway is an AA and EEO employer