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Axero Solutions
Client Success Manager - Remote, US
We are looking for an experienced and highly motivated CSM to join our Client Success team and drive retention and growth.
Who we are:
At Axero, we built a modern, employee-centric intranet that unifies teams and accelerates growth. Our product connects people, conversations and documents to bring rhythm to the digital workplaces of our clients, who are some of the world’s most innovative employee-centric organizations, including Toyota, Johns Hopkins University, and Benjamin Moore
We work with clients to expand the value of communication, knowledge management, and collaboration into new areas
We build long-lasting relationships with our clients and our employees, built on integrity, excellence, transparency, and trust
We encourage entrepreneurial mindsets and independent decision-making - our team is not afraid to fail fast in order to innovate and push our product to new limits
We are headquartered in New York City but are a 100% remote, global team that works across 10 states and 3 continents
What You’ll Do:
You’ll drive retention and growth among Axero’s clients by understanding their business needs, helping them succeed, and increasing the value they receive from their Axero platform
You’ll maintain a cadence of communicating with clients about their adoption trends, sentiment, and mining opportunities for deeper engagement
You’ll identify opportunities for clients to act as advocates (e.g. testimonials, new client reviews, case studies, references)
You'll collaborate with sales, implementation, and finance to support clients through successful launch, renewals, and expansions
In partnership with your implementation colleagues, you’ll enable successful rollouts, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually
You’ll coordinate resources across the organization as needed to support clients’ needs
You’ll represent the voice of the client to inform our sales process and product roadmap
What you’ll need:
You have an empathetic, positive attitude with a desire to help our clients reach their goals
You are results-driven and get excited about being rewarded with the upside of meeting and exceeding your goals
You have an analytical mindset and enjoy leveraging data to make educated decisions and recommendations to drive value and improvements
You are comfortable in a small-firm environment. We move quickly and wear many hats in our collaborative and dynamic remote environment
When you identify an opportunity for us to improve, you come with a suggested solution
You have exceptional communication skills, are highly-organized, collaborative, process-oriented, and detail-oriented
You are adaptable and creative to adjust services and offerings unique to the needs of the client and their organization
You have excellent project management and organizational skills and can seamlessly navigate between proactive play steps and projects to deliver a consistent successful outcome
You enthusiastically take a hands-on approach to manage issues and solve technical problems
You have excellent interpersonal skills and high integrity
You have excellent verbal and written communication skills, including the ability to explain technical concepts to business people and translate features into value-driven outcomes
You enjoy working in a highly collaborative, fast-paced, and dynamic environment
You have a growth mindset who loves to challenge the way things are done as part of a relentless pursuit of improvement
You are familiar with the needs of human resources, marketing, communications, and IT leaders is a plus
You’ll have done a mix of these:
You have experience managing and building relationships with accountability for client retention, engagement, and NPS, while working to mitigate churn and drive engagement and renewals
You have successfully negotiated renewal and expansion opportunities within your book of business
You have 3+ years in client-facing Customer Success, Relationship Management, or Account Management roles in a fast-paced, growing software or technology firm
You have experience working with and supporting the various roles from administrators to C-level executives within large enterprise SaaS clients
You have experience with collaboration and intranet software solutions, either as an end user, admin, or as a vendor
Extra Credit for you
You have general knowledge of HTML, CSS, REST API, SSO/SAML, and general application security standards
You have experience gathering and/or creating best practices and patterns around product usage
You have experience in corporate communications or managing a company intranet
You have PMP or similar project management certifications
You are experienced working within Client Success tools (e.g., Hubspot, ChurnZero)
Reports to: Emma-Rose Stuart - Director, Client Success
Target Start Date: Immediate
What we offer:
We want you to stay happy, focused, and creative so make use of our flexible and unlimited PTO plan when you need to recharge
You’ll enjoy 100% coverage across our medical, dental, and vision plan offerings
Invest in your future and build your personal wealth by investing in our 401(k) plan with company matching contribution
Axero is the leading provider of social intranet software for businesses of all sizes. We are an established, privately-held, and funded, profitable software (SaaS) firm with clients, partners, and team members across the globe. We are at the forefront of enabling collaboration and driving productivity for employees everywhere. Our product, Communifire, is a central, instantly searchable hub for your teams, conversations, and documents.