Strategic Cloud Customer Success Leader

Axway

United States Virgin Islands

On-site

USD 120,000 - 180,000

Full time

14 days+

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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.