Client Success Manager

Axero SolutionsClient Success ManagerWe 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 own the success of your book of business, understanding your clients' business needs, helping them succeed, increasing the value they receive from their Axero platform
• You’ll identify and escalate any potential risk and develop a proactive strategy to mitigate potential churn
• You'll own the forecasting and execution of renewal and expansion opportunities; including drafting proposals, negotiating terms, and processing your expansions and renewals
• 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: Malia Spath, Director of Client Success

Target Start Date: Immediate

Salary Range: $75,000-$90,000

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