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Customer Success Manager
3 months ago
Axonify is the frontline enablement solution that’s science-backed and proven to maximize the potential of workforces. Our vision is to reinvent the frontline experience, and we thrive giving them what they need to learn, connect, and get things done.
Our SaaS platform is enjoyable, engaging, and easy to use, with an unprecedented 83% engagement rate. If you're looking for a meaningful product and a great company culture, let's talk
The Customer Success Manager acts as the primary point of contact and trusted advisor to our Axonify customers. With a focus on driving value for our customers, the Customer Success Manager is responsible for ensuring the customer’s ongoing success, renewal, and growth.
This role cultivates relationships at multiple levels of the organization and works closely with the customer’s leadership to understand their goals, objectives, and how they define and measure success. The Customer Success Manager is responsible for co-creating and documenting the strategy that ultimately ensures the customer achieves their goals and for demonstrating that value in ongoing customer touchpoints such as QBRs.
Internally, the Customer Success Manager will also work within an account team model to collaborate with the broader Axonify team - including Client Sales, Customer Solutions, Implementations, Customer Care & Product - to equip customers with common practices for developing an effective content strategy and maximizing adoption of the current and future capabilities of the platform. They work to ensure that as their (and Axonify’s) business evolves, they build and execute action plans alongside their customers to ensure long-term success with Axonify.
Reporting to the Director, Customer Success, this role will assume ownership of 20-40 customer relationships and ensures these customers are equipped for long-term success with Axonify.
The impact you'll have:
- Develop a customer strategy and assume responsibility for a revenue target for 20-40 customers.
- Cultivate and maintain relationships from the executive level (VP and Director-Level) through mid-management and tactical line of business roles.
- Execute the Customer Success Process to work with various customers to ensure they are achieving their desired outcome, articulate clear business value, and ensure that each customer becomes a valued member of the Axonify community. Execute activities included in the Customer Success Process, including:
- Facilitate value conversations with customers to clearly understand their goals and how success will be achieved.
- Conduct account analysis and create customer strategies along with the subject matter experts within Axonify.
- Craft and negotiate renewal and uplift proposals.
- Accurately forecast renewal and expansion revenue.
- Assist in new customer launch activities and reporting.
- Assist customers in the adoption of new Axonify capabilities and collect feedback to align customer needs with Axonify’s agenda for innovation.
- Prepare and conduct quarterly business reviews & business value analyses to identify areas where the use of Axonify is adding value to the customer organization.
- Manage/mitigate risk within customer accounts by creating value and leveraging the internal teams within Axonify to address specific needs.
- Ensure all customers are executing their program and growing against Axonify’s customer maturity model.
- Partner with other areas of the business (internally), such as:
- Marketing and Client Sales to share customer stories to drive pipeline for new business and aid in the growth of the existing customer base.
- Product Development - inform product/development teams of customer needs and suggestions to align future innovation with customer strategy.
- Finance and administration to prepare and execute customer order forms for services, renewals, and customer up-sells.
- Professional services to aid in the execution of learning strategies and the development of additional content to drive a desired business outcome.
- Customer support to ensure technical issues are resolved in a timely manner.
- Identify opportunities to improve the Customer Success program, sharing best practices and lessons learned with the team in order to create a world-class program for Axonify and our customers.
- 3-5 years in customer ownership roles (customer success, consulting, sales, account management).
- Ability to define and meet deadlines, work under pressure, and build/maintain productive customer relationships.
- Ability to educate and reframe customer thinking via a mix of data and wider insights to ensure a win/win outcome.
- Experience in drafting and negotiating proposals and supporting business cases for investment.
- Ability to create senior-level relationships and engage new contacts at all levels of the organization.
- Ability to demonstrate leadership and coordinate efforts across different functional areas of the business to support customer initiatives and drive growth.
- Self-starter with the ability to prioritize activities and ensure key objectives and renewal targets are met.
- Comfortable working remotely and in different time zones to other team members.
- Commitment to continuous improvement, self-development, and lifelong learning.
- Approach work in alignment with Axonify’s core values – Empathetic, Bold, Innovative & Empowering.
It's ok if your experience doesn't check every box If you check off more than a few - great We’d welcome a chance to get to know what you can bring, how you can add to our culture, and hear your unique story.
Work location: At Axonify, we embrace a hybrid-flexible work environment that allows you to choose the best location to support your day the majority of the week. Whether that location is your home office or one of our Axonify offices, located in Waterloo and Toronto, Ontario, you choose.
Wednesdays hold a special place in our calendar as Axonifers, in a commutable distance, gather together in one of our offices for “Work from Work Wednesdays.
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