Senior Customer Success Manager

Overview

We are currently seeking a Senior Customer Success Manager who is customer-centric, energetic, and highly motivated individual to join our Customer Success Team. The Senior Customer Success Manager is responsible for customer success within Axway’s Managed Cloud, SaaS and On-premise business in EMEA. Customer Success at Axway facilitates effective ongoing technology deployment, adoption, expansion and engagement throughout the entire customer journey, enabling customers to achieve their desired business outcomes leading to increased revenues and expansion opportunities. The position reports to Axway’s Manager of Customer Success, EMEA.

Responsibilities

Responsibilities

• Take ownership of assigned customer relationships for Customer Portfolio
• Foster strategic, long term business relationships with assigned client base
• Develop a proactive customer contact strategy to drive adoption, usage, satisfaction and revenue growth.
• Drive customer advocacy and escalations by collaborating with development, support and product management.
• Establish/monitor KPIs and deliver periodic reports according to prescribed frequency
• Facilitate a frictionless renewal
• Excellent customer satisfaction and loyalty, as measured by NPS
• Growth in ARR (Annual Recurring Revenue) from existing customers, maximizing upsell opportunities while minimizing churn and down-sell
• Prepare and maintain a Success Plan for assigned accounts, where requested
• Responsible for creating policies and procedures that optimize the customer experience, including gathering feedback from their customers, studying other customer success programs and analysing customer data to identify the best practices
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Engage with Axway product management to provide feedback from customers and to maintain awareness of product roadmap
• Maintain clear documentation of all assigned customers to facilitate team coverage schedules
• Participate in coverage for critical incident response
• Occasional travel within assigned territory, as required

Qualifications

Qualifications

• At least four (4) years of direct customer relationship and success management experience
• At least three (3) years of pertinent technology experience in a software or cloud environment
• Proven experience with MS Office, SalesForce.com, PBI or equivalent operational tools
• University degree, PMP Certification, and ITIL Foundations qualifications preferred; Must have a relevant University Degree or equivalent work experience
• Excellent written and verbal communication skills up to a senior level to effectively articulate complex technical and/or business projects/problems and action plans, and to inform and influence key decision makers, both internally and with customers and partners
• Experience working with senior and executive level customer contacts
• Excellent personal organization and problem-solving skills, with ability to work well under pressure and to meet deadlines
• Strong work ethic with the ability to self-start, prioritize, and multi-task

Company Overview

At Axway, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, Axway is driving the future of enterprise integration.

We’re on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions.

Why Axway?

We believe in the power of togetherness. When you’re part of Axway, you’re part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership to inspire you daily.

Here, you’ll grow, innovate, and succeed because we’re better together. Each step forward in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together.

Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en.

Ready to shape the future? Let’s get started—because at Axway, together, we can. Together, we will.

Axway is an AA and EEO employer