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Customer Success Manager

Location: Remote-USA
<div class="content-intro"><p>Axis Security is pioneering a game-changing approach to Zero Trust Network Access.&nbsp; Axis Security’s Application Access Cloud makes application access amazingly simple. Built on a zero-trust approach, users are securely connected to apps, while avoiding the need for VPNs, VDI’s, agents, or appliances.&nbsp;</p> <p>&nbsp;</p></div><p><strong>POSITION SUMMARY</strong></p> <p>Axis is looking for Customer Success Manager to play a critical role in assuring timely customer deployment and utilization, best practices, and overall satisfaction. The CSM plays a key role in driving customer success, optimization, and upsell of new business opportunities in support of our rapidly growing business. You are smart, energetic, passionate and empathetic, desiring to make a real impact on the success of Axis. You enjoy forging new relationships and winning over colleagues, customers, and business partners alike with your personable, yet professional, communication skills.</p> <p>This is a unique opportunity to join an exciting early-stage startup in a hot space and make a huge impact on Axis Security’s entry into the market. The role reports to the VP Sales, location is flexible.</p> <p><strong>KEY RESPONSIBILITIES</strong></p> <ul> <li>Understand our customer’s business and security requirements and create a joint success plan to meet those requirements.</li> <li>Lead client's onboarding experience, adoption, and expansion across a range of relationships</li> <li>Develop a strong partnership with customer stakeholders, channel partners, and executive sponsors to drive product adoption</li> <li>Identify and escalate risks to the customer and support team to achieve client success</li> <li>Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments</li> <li>Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns</li> <li>Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities</li> <li>Leverage key metrics to build a strategic plan to address decreases or negative changes in the metrics listed above</li> <li>Empathize with every aspect of the customer experience, putting customers’ needs first</li> <li>Deliver quarterly business reviews to clients to promote wider use of the Axis platform as well as paint a clear view of ROI for each client</li> <li>Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty</li> <li>Identify common customer challenges and actively suggest better solutions</li> <li>Partner with Regional Sales Managers to help them be more effective</li> <li>Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers</li> <li>Develop and nurture customers to become Brand Ambassadors on behalf of Axis</li> <li>Help drive customer references and case studies</li> </ul> <p><strong>EXPERIENCE &amp; QUALIFICATIONS</strong></p> <ul> <li>5+ years of experience in a customer-facing customer success, account management or strategic consulting organization.</li> <li>Experience working in a B2B SaaS organization, strong familiarity with security concepts, remote access and cloud.</li> <li>Strong empathy for customers AND passion for revenue and growth</li> <li>Excellent communication and presentation skills</li> <li>Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption</li> <li>Strong interpersonal skills and experience building strong internal and external relationships</li> <li>Consistent track record of highly professional customer service in a fast-paced, dynamic environment</li> <li>Passionate about driving and tracking a consistent engagement process with all customers in your portfolio</li> <li>Experience with Gainsight or Salesforce-aligned CRM solutions</li> <li>Diplomacy, tact, and poise under pressure when working through customer issues</li> <li>Bachelor's Degree</li> </ul> <p>&nbsp;</p> <p>&nbsp;</p><div class="content-conclusion"><div>&nbsp;</div> <div>All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.</div></div>
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