Principal Customer Success Manager

Job Summary

Taking ownership of strategic customer relationships, the full-time Principal Customer Success Manager will drive customer success within Axway's managed cloud and SaaS business in the Americas, focusing on maximizing upsell opportunities and enhancing customer engagement in a fully remote capacity.

Key responsibilities

• Manage a portfolio of strategic customer accounts to expand Axway's footprint and grow Annual Recurring Revenue (ARR)
• Identify and pursue upsell and cross-sell opportunities while minimizing churn and down-sell risks
• Establish KPIs, monitor customer satisfaction, and prepare comprehensive customer success plans and periodic reports

Required qualifications

• At least seven years of direct customer success or engagement management experience
• Minimum of five years of relevant technology experience in software and cloud (SaaS) disciplines
• Proven proficiency with operational tools such as MS Office/Teams, Salesforce, ServiceNow, Jira, and Confluence
• University degree or equivalent work experience; ITIL Foundations qualifications preferred