Job Overview
The Senior Customer Success Manager will play a crucial role in supporting, managing and growing our most critical customer relationships. You will have the opportunity to work with some of the most sophisticated companies in the business, helping them through challenges, and ensuring their long-term success with our product. The role is ideal for a problem-solver who thrives on customer interactions and aims to turn every customer into a product evangelist.
We operate under a hybrid model, with approximately 50% of the time expected in the office with the specifics to be determined in conjunction with your manager.
Responsibilities and Duties
- Own our customers’ experience with the Axio360 platform, ensuring engagement, adoption, retention and growth. Effectively onboard, guide and support our customers through the full customer lifecycle.
- Be our customers’ trusted advisor as an expert of their needs, challenges and organization, equipping them with tailored applications or usage of existing Axio360 products. In turn, develop an understanding of their workflows and challenges.
- In collaboration with the sales team, support customer expansion and account strategies. This includes driving engagement, retention and growth with your approach tailored to each customer’s unique context, goals and objectives.
- Be the voice of the customer for Axio – partner closely with Product and Engineering to proactively address support, provide quick but comprehensive feedback loops, give inputs that drive prioritization of new product features, etc. At the same time, fully understand the required tradeoffs and timelines that are needed.
- Track customer health and user satisfaction, surfacing potential hurdles and risks early.
- Contribute to our evolving customer success playbook, sharing insights to ensure we’re adopting best practices to ensure success for all customers.
Qualifications
- 5+ years experienced in customer success or account management roles, preferably at a high growth startup, ideally B2B SaaS.
- Experience owning an Enterprise book of business and consistently exceeding retention quota.
- Excellent communication skills – written and verbal – with the ability to present to, and influence key stakeholders at all levels of an organization.
- High comfort level with technical or complicated products.
- Comfortable with change and ambiguity.
- Strong problem-solving skills with a knack for turning challenges into opportunities.
- Ability to multitask in a fast-paced, dynamic startup environment.
- Bonus: You are fascinated by the cyber security field and quantifying cyber risk.
The New York base salary for this full time position is between $70 - 100k. Your exact starting salary is determined by a number of factors such as your experience, skills, and qualifications. In addition to base salary, we also offer quarterly incentive compensation, competitive equity program and a comprehensive benefits package.
What We Do
Axio is solving cyber risk. By applying risk management strategies to cybersecurity, we’ve created a paradigm shift that redefines the industry rules. Our approach helps firms assess the latest advances in technology, policies, and procedures and combine them with leading-edge hedging strategies.
