Customer Success Manager

The Role

What You’ll Build

• Develop and execute a customer success strategy for a portfolio of 20–30 customers, assuming ownership of retention and expansion revenue targets.
• Cultivate and maintain relationships across customer organizations, from executive stakeholders through mid-management and tactical program owners.
• Consult with customers to deeply understand their business goals, how they define success, and the specific challenges they are using Axonify to address.
• Advise customers on how to configure and optimize the Axonify platform to best meet their technical and program requirements, including integrations involving APIs, SFTP, and related data connections.
• Craft and negotiate renewal and expansion proposals, including business cases for investment and uplift, to secure long-term customer commitment.
• Prepare and conduct regular business reviews and business value analyses that demonstrate measurable impact and identify opportunities for growth.
• Manage risk within customer accounts by proactively identifying challenges, engaging internal teams, and developing solutions before escalation is required.
• Partner with internal teams — including Customer Solutions, Customer Care, Client Sales, Implementations, and Product — to coordinate complex customer needs and ensure seamless delivery.
• Analyze customer health and program data to identify trends, surface insights, and ensure customers are progressing against Axonify's customer maturity model.
• Participate in establishing and refining best practices, playbooks, and tools that mature the Customer Success team's ability to serve customers at scale.
• Other duties as required.

What You’ll Bring

• 3-5 years of experience in customer success, account management, or consulting roles, ideally within a B2B SaaS environment
• Strong preference for fluency in German and/or other languages other than English
• Demonstrated ability to own a revenue target and manage a portfolio of customer relationships through the full renewal and expansion cycle
• Experience translating customer business requirements into technology-based solutions, including working knowledge of cloud-based integrations and software implementation concepts
• Familiarity with technical integrations (APIs, SFTP, SQL) sufficient to support customer configuration conversations and triage technical issues with internal teams
• Proven ability to build and sustain senior-level relationships and navigate complex, multi-stakeholder customer organizations
• Strong analytical and problem-solving skills; able to interpret customer health data and program performance to drive decisions and recommendations
• Experience preparing and delivering executive-level presentations, QBRs, and business cases with clarity and credibility
• Ability to manage multiple concurrent customer engagements, prioritize effectively, and operate with a high degree of autonomy in a remote environment

Work Location

What You’ll Love About Axonify:  

AI at Axonify

• Feel free to use AI to support your thinking - not replace it. We use AI to learn and level up, and you can too.
• Be open about how you use AI if asked. Transparency helps us understand your process and how you approach problem-solving.
• Stay authentic. We’re hiring people, not prompts, your ideas, your experiences, and your voice are what matter.

Diversity & Accessibility

What’s Next?