Senior/Principal Customer Success Manager

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

📋 Description

• Manage designated strategic customer relationships and collaborate with accounts throughout their journey.

• Increase annual recurring revenue by identifying upsell and cross-sell opportunities.

• Reduce churn and down-sell through effective risk management.

• Recognize adjacent opportunities for additional upsells and cross-sells.

• Enhance customer utilization and adoption of Axway solutions.

• Co-create solutions with customers and coordinate Axway team members around business use cases and new product features.

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

• Provide regular reporting.

• Ensure high customer satisfaction, as measured by NPS.

• Create and maintain detailed customer success plans.

• Develop and share best practices with peers.

• Work collaboratively with sales, product, engineering, marketing, and professional services teams.

• Keep clear and organized customer documentation.

• Facilitate and lead customer business reviews.

⛳️ Requirements

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

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

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

• Relevant university degree or equivalent professional experience.

• Proven track record of engaging successfully with senior and executive-level customer contacts.

• Exceptional written and verbal communication skills.

• Strong personal organization and problem-solving capabilities.

• Ability to thrive under pressure and meet deadlines effectively.

• Strong work ethic with the ability to self-initiate, prioritize, and manage multiple tasks.

• Excellent interpersonal skills with a knack for quickly building trust.

• ITIL Foundations certification preferred.

🏝️ Benefits

• Health coverage.

• Retirement plans.

• Paid time off.

• Flexible work options.

• Opportunities for career development.

• Competitive salary.

• Global culture perks.