Sr. Customer Success Manager

Axuall

10d•$130,000 - $150,000•Remote

About The Position

Axuall is building a formal Customer Success function, and this role is foundational to that effort. The Senior Customer Success Manager (Sr. CSM) will partner directly with the SVP of Customer Experience to design, stand up, and operationalize Axuall's customer success program from the ground up — establishing the playbooks, engagement model, and success metrics — while also owning a portfolio of accounts and driving adoption, satisfaction, and retention across the full Axuall platform. This is a build-and-run role: part program architect, part practitioner. The Sr. CSM will work cross-functionally with Account Management, Client Services, and Implementation to ensure a seamless, connected customer journey across all Axuall solutions (Confirm, Explore, and Sync). An important distinction: renewal and expansion ownership sits with Account Management, while this role fuels those outcomes through adoption and value realization.

Requirements

5+ years in Customer Success or Account Management in healthcare tech, preferably a SaaS-based product environment.
Demonstrated experience building or significantly maturing a Customer Success function, to include examples of playbooks, processes, or programs, not just operating within an existing one.
Excellent client service skills and the ability to connect with healthcare professionals across a variety of roles (physicians, departmental leadership, executive leads, etc.).
Strong administrative skills and sophistication to manage business processes in complex environments; highly organized and systematic with superb attention to detail.
Comfort operating with ambiguity, able to define structure and process where none currently exists.
Strong understanding of the client ecosystem and the decision-making processes therein.
Excellent written and verbal communication skills, with the ability to educate, influence, and present to prospective or existing clients.

Responsibilities

Co-design Axuall's Customer Success strategy, engagement model, and lifecycle framework alongside the SVP of Customer Experience.
Build foundational playbooks, processes, and tools for proactive customer success, including onboarding-to-adoption handoffs, health scoring, QBR cadence, and escalation paths.
Better define and optimize current success metrics and reporting (adoption, product usage, health scores, NPS/CSAT) in partnership with CX leadership.
Identify and close structural gaps in the current customer journey, particularly proactive adoption ownership.
Own a portfolio of customer relationships post-implementation, driving solution adoption and utilization and alleviating pain points across the full Axuall platform (Confirm, Explore, and Sync).
Serve as the customer's trusted advisor on how to get maximum value from Axuall's solutions, aligning products to each customer's strategic priorities and workforce data goals.
Lead regular operational reviews and health check-ins; proactively flag risk and drive mitigation plans.
Develop in-depth knowledge of customer needs, trends, and the competitive landscape to inform account strategy.
Surface adoption trends, usage data, and the value narrative to the SAM to support their ownership of renewal and expansion conversations, inclusive of mutual success plans and account specific strategy.
Work hand-in-hand with Client Services and Implementation teams to ensure smooth transitions from onboarding into steady-state success.
Partner with SAMs to align on account strategy and risk, with clear handoff points between adoption (CSM) and commercial ownership (SAM).
Provide consistent feedback to Product and Engineering to help launch new features successfully and share insight into what customers want and need.
Represent the voice of the customer in internal planning and cross-functional forums.