Principal Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of designated customer relationships and collaborate with your accounts throughout the customer journey to enhance Axway’s presence.

• Increase Annual Recurring Revenue (ARR) with current customers by optimizing upsell opportunities while reducing churn and downsell.

• Continuously engage with customers to discover additional opportunities for upsells and cross-sells.

• Work alongside customers to ensure maximum utilization of Axway solutions during the adoption and expansion phases.

• Set and track KPIs such as net revenue retention and net contract retention.

• Create and uphold a thorough customer success plan for each account.

• Develop and disseminate best practices among team members to enhance the quality, effectiveness, and efficiency of our processes.

• Collaborate and relay customer feedback to internal teams to support product development initiatives.

⛳️ Requirements

• A minimum of seven (7) years of direct experience in customer success or engagement management.

• At least five (5) years of relevant technology experience in software and cloud (SaaS) sectors.

• Demonstrated proficiency with MS Office/Teams, Salesforce, ServiceNow, Jira, Confluence, PBI, and/or similar operational tools.

• A university degree along with ITIL Foundations certifications is preferred; a relevant university degree or equivalent work experience is required.

🏝️ Benefits

• Health coverage

• Retirement plans

• Paid time off

• Flexible work options

• Career development

• Competitive pay

• Global culture perks