Axonify

Role Description The Customer Success Manager is the primary owner of customer relationships and commercial outcomes for a portfolio of international Axonify customers, serving as both a trusted advisor and platform expert. Reporting to the RVP, Customer Success, this role is responsible for ensuring customers achieve measurable business outcomes with Axonify, driving retention and expansion results. The Customer Success Manager brings a consultative and technically grounded approach to each customer engagement, translating complex business needs into platform solutions and guiding customers through the full lifecycle of their partnership with Axonify. What You’ll Build - Develop and execute a customer success strategy for a portfolio of 20–30 customers, assuming ownership of retention and expansion revenue targets. - Cultivate and maintain relationships across customer organizations, from executive stakeholders through mid-management and tactical program owners. - Consult with customers to deeply understand their business goals, how they define success, and the specific challenges they are using Axonify to address. - Advise customers on how to configure and optimize the Axonify platform to best meet their technical and program requirements, including integrations involving APIs, SFTP, and related data connections. - Craft and negotiate renewal and expansion proposals, including business cases for investment and uplift, to secure long-term customer commitment. - Prepare and conduct regular business reviews and business value analyses that demonstrate measurable impact and identify opportunities for growth. - Manage risk within customer accounts by proactively identifying challenges, engaging internal teams, and developing solutions before escalation is required. - Partner with internal teams — including Customer Solutions, Customer Care, Client Sales, Implementations, and Product — to coordinate complex customer needs and ensure seamless delivery. - Analyze customer health and program data to identify trends, surface insights, and ensure customers are progressing against Axonify's customer maturity model. - Participate in establishing and refining best practices, playbooks, and tools that mature the Customer Success team's ability to serve customers at scale. - Other duties as required. Qualifications - 3-5 years of experience in customer success, account management, or consulting roles, ideally within a B2B SaaS environment. - Strong preference for fluency in German and/or other languages other than English. - Demonstrated ability to own a revenue target and manage a portfolio of customer relationships through the full renewal and expansion cycle. - Experience translating customer business requirements into technology-based solutions, including working knowledge of cloud-based integrations and software implementation concepts. - Familiarity with technical integrations (APIs, SFTP, SQL) sufficient to support customer configuration conversations and triage technical issues with internal teams. - Proven ability to build and sustain senior-level relationships and navigate complex, multi-stakeholder customer organizations. - Strong analytical and problem-solving skills; able to interpret customer health data and program performance to drive decisions and recommendations. - Experience preparing and delivering executive-level presentations, QBRs, and business cases with clarity and credibility. - Ability to manage multiple concurrent customer engagements, prioritize effectively, and operate with a high degree of autonomy in a remote environment. Work Location This role is open to candidates who are located in, and authorized to work in, United Kingdom. You will have the tools, resources, and support you need to succeed. Benefits - Competitive salary and an incentive plan aligned to your role, which may include annual or variable incentives. - The estimated base salary range for this role is 50,400 CAD - 63,000 GBP - 75,600 GBP. - Health benefits from day one to support your overall wellbeing. - 25 days of vacation, 7 Life Care Days, and a flexible holiday program. - Wellness Spending Account to support whatever wellbeing looks like for you. - Home Office Spending Account so your workspace works for you. - Parental top-up, New Parent Days, and matched retirement savings for a secure future. - Professional Development Budget to learn new skills and grow your craft. - Paid Volunteer Time to give back to the causes that matter to you.