Responsibilities

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.
Reporting & Team Structure
Reports directly to the SVP, Customer Experience.
Partners closely with Strategic Account Managers (SAMs), Client Services/Implementation teams, Product, and Solutions/Support to deliver a unified customer experience.
Program Foundation
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.
Adoption & Relationship Management
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).

Sr. Customer Success Manager at Axuall · LumiJobs

Sr. Customer Success Manager

Responsibilities

Benefits

Company

Axuall

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