Manager of Customer Success

AxisCare • Waco, TX

12d • Remote

About The Position

AxisCare is a dynamic and innovative home care software company dedicated to delivering exceptional solutions and services to our clients. We pride ourselves on fostering a people-first culture rooted in excellence, empathy, and a growth mindset. As we continue to scale, we are seeking a collaborative and results-driven Manager of Customer Success to help elevate our customer success organization and support our growing customer base. The Manager of Customer Success plays a critical leadership role in supporting the execution of our customer success strategy. Reporting to the Director of Customer Success, this role operates as a player-coach, balancing leading a team with direct ownership of a strategic book of business. This individual will manage their own portfolio of customers while also serving as an escalation point and mentor for the broader Customer Success team. The ideal candidate thrives in a fast-paced SaaS environment, enjoys developing people, and excels at driving outcomes through both strategy and hands-on execution.

Requirements

• Bachelor’s degree or equivalent experience in business, marketing, or a related field.
• 2+ years of experience in Customer Success, Account Management, or a related SaaS role.
• 3+ years of experience in a people leadership role.
• Demonstrated success managing an enterprise customer book of business with measurable retention and growth outcomes.
• Strong communication, presentation, and interpersonal skills with the ability to engage stakeholders at all levels.
• Excellent analytical and problem-solving skills; comfort working with data to inform decisions.
• Experience working cross-functionally in a fast-paced, growth-oriented environment.
• Strategic mindset paired with a hands-on, execution-focused approach.

Responsibilities

• Support the Director of Customer Success in managing, coaching, and developing Customer Success Managers (CSMs).
• Serve as a primary escalation point for team members, assisting with complex customer challenges, at-risk accounts, and executive-level concerns.
• Provide day-to-day guidance, mentorship, and best-practice reinforcement to ensure consistency and quality across customer engagements.
• Assist with onboarding, training, and ongoing enablement of Customer Success team members.
• Help drive performance management, goal-setting, and accountability across the team.
• Manage and grow a defined book of business, maintaining direct responsibility for customer health, retention, and expansion.
• Build and maintain strong relationships with customer stakeholders, including executive decision-makers within assigned accounts.
• Partner with the Director to execute customer success strategies focused on retention, expansion, loyalty, and advocacy.
• Proactively identify risks and growth opportunities within assigned accounts and across the broader customer portfolio.
• Review customer feedback, trends, and feature requests, and collaborate with Product to help inform prioritization.
• Analyze customer health, engagement, retention, and revenue metrics to identify risks and growth opportunities.
• Help team deliver QBRs.
• Help refine customer success processes, playbooks, and best practices to drive scalability and consistency.
• Prepare reports, insights, and updates on customer success performance for leadership and cross-functional partners and measuring against KPIs.
• Share team wins, learnings, and challenges with internal stakeholders to promote alignment and transparency.
• Collaborate closely with Sales, Marketing, Product, Support, and Implementation teams to ensure a seamless customer journey.
• Assist in aligning customer success initiatives with company-wide goals and priorities.

Benefits

• Competitive salary and comprehensive benefits package.
• Medical insurance premiums are covered in full for the employee (Medical, Dental and Vision)
• 401K with competitive company matching.
• Personal time off, sick leave, and holidays.
• Company will provide laptop and other needed computer equipment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager