Overview:
We are seeking our new 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.

• 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