Customer Success Manager

7 days ago

Waterloo, Canada Axonify Full time

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 touch points 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 along-side 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 work with the 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
- 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 aiding in growth of 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 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

**What you'll bring**:

- 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 renewa

  • Customer Success Manager

    5 months ago

    Waterloo, Canada eSentire Full time

    About eSentire eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. About The Customer...

  • Customer Success Manager

    5 months ago

    Waterloo, Canada eSentire Full time

    About eSentire Founded in 2001, the company’s mission is to hunt, investigate and stop cyber threats before they become business-disrupting events. Combining cutting-edge machine learning XDR technology, 24/7 Threat Hunting, and proven security operations leadership, eSentire mitigates business risk and enables security at scale. The Team eSentire...

  • Customer Success Manager

    5 months ago

    Waterloo, Canada eSentire Full time

    About eSentire Founded in 2001, the company’s mission is to hunt, investigate and stop cyber threats before they become business-disrupting events. Combining cutting-edge machine learning XDR technology, 24/7 Threat Hunting, and proven security operations leadership, eSentire mitigates business risk and enables security at scale. The Team eSentire...

  • Customer Success Manager

    5 months ago

    Waterloo, Canada IMS Full time

    **Company Overview** IMS (Insurance and Mobility Solutions) is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. We are proud to be the developer of the industry-acclaimed; cloud-based “Drive-Sync” connected car platform. From insurers and governments to dealerships and...

  • Customer Success Manager

    5 months ago

    Waterloo, Canada IMS Full time

    **Company Overview** IMS (Insurance and Mobility Solutions) is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. We are proud to be the developer of the industry-acclaimed; cloud-based “Drive-Sync” connected car platform. From insurers and governments to dealerships and...

  • Customer Success Manager

    5 months ago

    Waterloo, Canada NAVBLUE Full time

    **Function**: - Customer Experience**Location**: - Waterloo, Ontario **Reference**: **Contract type**: Permanent **Working time**: Full Time **Job Summary**: Reporting to the VP Customer Experience, the Customer Success Manager (CSM) will be responsible for managing the relationship with a portfolio of customers in his or her region. The expectation...

  • Customer Success Manager

    5 months ago

    Waterloo, Canada Airbus Full time

    **Job Summary**: Reporting to the VP Customer Experience, the Customer Success Manager (CSM) will be responsible for managing the relationship with a portfolio of customers in his or her region. The expectation is that the CSM(s) will be the trusted partner for their customers, coordinating with them on their existing/potential needs, issues or...

  • Customer Success Manager- Cybersecurity/ Saas

    5 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Customer Success Manager- Cybersecurity/ Saas

    5 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Customer Success Manager - Cybersecurity/ SAAS**: - Req id: 39912- Waterloo, ON, CA**OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in...

  • Customer Success Administrator

    7 days ago

    Waterloo, Canada Maplesoft Full time

    Maplesoft is a leading provider of software tools for engineering, science, research and teaching. Maple is math software that combines the world's most powerful math engine with an interface that makes it extremely easy to analyze, explore, visualize, and solve mathematical problems. Maple's powerful mathematics engine allows students to analyze, explore,...

  • Customer Success Specialist

    2 months ago

    Waterloo, Canada Driftscape Full time

    **Join our Team!** After another incredible year, we're expanding our Customer Success team and looking for an enthusiastic go-getter to join us as Customer Success Representative in a 20-hour/week part-time role. If you have at least three years of experience in handling the day-to-day management of customer relationships, this is your chance to shine at...

  • Customer Success Associate

    1 month ago

    Waterloo, Canada Alumni Educational Solutions Full time

    **Job description** **Description**: At Alumni, Customer Experience is the forefront of what we do. The priority of our team is to help our customers be successful and to ensure that their experience with Alumni is effortless by delivering high-quality, quick and personable support. As a Customer Success Associate, you are responsible for the experience of...

  • Customer Success Associate

    4 months ago

    Waterloo, Canada Alumni Educational Solutions Full time

    **Description**: At Alumni, Customer Experience is the forefront of what we do. The priority of our team is to help our customers be successful and to ensure that their experience with Alumni is effortless by delivering high-quality, quick and personable support. As a Customer Success Associate, you are responsible for the experience of our customers. This...

  • Customer Success Associate

    2 months ago

    Waterloo, Canada Alumni Educational Solutions Full time

    **Description**: At Alumni, Customer Experience is the forefront of what we do. The priority of our team is to help our customers be successful and to ensure that their experience with Alumni is effortless by delivering high-quality, quick and personable support. As a Customer Success Associate, you are responsible for the experience of our customers. This...

  • Customer Success Associate

    5 months ago

    Waterloo, Canada Alumni Educational Solutions Full time

    **Description**: At Alumni, Customer Experience is the forefront of what we do. The priority of our team is to help our customers be successful and to ensure that their experience with Alumni is effortless by delivering high-quality, quick and personable support. As a Customer Success Associate, you are responsible for the experience of our customers. This...

  • Customer Success Supervisor

    5 months ago

    Waterloo, Canada Cineplex Full time

    Work location: CDS 137 Northfield Dr City: Waterloo What you will do: Customer Success Supervisor directly supports Customer Support Manager with all department matters assisting with general management of internal tools, processes, training, and vendors. Manages special projects and ensures operational excellence through best practices and effective...

  • Customer Success Manager

    5 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Lead Customer Success Manager

    4 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Lead Customer Success Manager (Strategic Programs) 1**: - Req id: 36817- Waterloo, ON, CA**OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information...

  • Lead Customer Success Manager

    4 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **Lead Customer Success Manager (Strategic Programs)** **The Opportunity**: The OpenText...

  • Customer Success Director

    2 weeks ago

    Waterloo, Ontario, Canada RouteThis Full time

    We're revolutionizing the customer support industry with intelligent automation software solutions. As a key member of our team, you'll play a crucial role in deploying our products to customers worldwide.Key Responsibilities:Lead our Professional Services team, managing a team and building processes to quickly deploy RouteThis products to customers.Partner...