Customer Success Manager

[JOB DESCRIPTION] Customer Success Manager 

About:

Axiom Cloud is transforming how the world’s cooling systems are powered, operated, and maintained in order to generate significant climate and financial impact. Axiom Cloud’s customers include 15 major grocery chains and cold storage operators. To continue accelerating our growth, we are seeking a highly motivated and experienced Customer Success professional to join our team. The ideal candidate will have at least 3-5 years of experience in customer-facing roles and proven success managing enterprise relationships with key customer stakeholders such as facilities, maintenance, HVAC, refrigeration, energy, and/or sustainability managers.  

As a Customer Success Manager, you will play a pivotal role in driving customer satisfaction, retention and growth across our largest and most strategic accounts. You will act as a trusted advisor, ensuring that customers achieve maximum value from Axiom’s solutions while identifying opportunities for expansion. This role requires strong leadership, business acumen, and a customer-centric mindset to influence key stakeholders and collaborate across many customer and Axiom functions / departments.  This role also requires a willingness to learn the technical side of how Axiom Cloud’s subscription-based modules use AI, cloud computing and automation to solve commercial refrigeration’s biggest energy, maintenance, operational, compliance, and sustainability challenges.

What You’ll Do: 

• Take a lead role in defining Axiom’s customer success strategy and playbook.
• Build and nurture deep relationships with key stakeholders across multiple levels and departments within enterprise accounts.
• Act as the primary point of contact for assigned accounts. Key priorities include helping customers to define and achieve their objectives, measure and report on program results, gain access to Axiom resources as appropriate, and engage with sales team members as appropriate for renewals/expansions.
• Develop and lead execution on Strategic Account Plans (STRAPs) for each customer account to ensure customers achieve their desired business outcomes by aligning the Axiom solution with the customer’s strategic objectives. STRAPs are to be informed by learnings around customer needs, business challenges and goals.
• Regularly engage with customers through Quarterly Business Reviews (QBRs), scheduled operational meetings and routine conversations with key stakeholders to ensure Axiom alignment with customer goals.
• Lead the onboarding process for new customers, ensuring a smooth transition and understanding of our products and services.
• Solve complex problems, working across product, operations and sales; serve as the voice of the customer and provide internal feedback on how we can better serve customers to maximize value and retention.
• Develop and implement processes and tools that help the Customer Success function scale and effectively support customer accounts.
• Analyze and present key results, facilitate meetings, and deliver nuanced technical and data-driven messages to customer stakeholders.
• Monitor customer health and satisfaction, proactively identifying and mitigating issues and potential risks to prevent customer churn.
• Collaborate with the sales team to identify and drive upsell opportunities.
• Negotiate contract renewals and expansions with a focus on delivering mutual value.
• Meet or exceed revenue retention and expansion targets.
• Share customer insights and feedback with Product Management for potential product enhancements and to inform the product roadmap.

Who You Are: 

(Note: We want a diverse, global team, with a broad range of experience and perspectives. If you don’t meet 100% of the qualifications listed below, you should still seriously consider applying.)

• Interest in working in a startup environment and all that comes with it.
• 3+ years of professional experience in Account Management, Project Management and/or Customer Success.
• 3+ years of experience in customer-facing roles with enterprise customers.
• Bachelor's degree (technical, engineering, or business focus is a plus).
• Organized, detail-oriented, and results-driven with a track record of achieving Customer Success KPIs for enterprise SaaS companies (e.g., retention, churn, etc.). 
• Self-motivated and able to successfully manage multiple, competing priorities/tasks in a fast-paced work environment.
• Strong presentation, storytelling, data analysis, and problem solving skills.
• Customer-centric mindset and a passion for delivering exceptional customer satisfaction.
• Interest in learning the technical aspects of how Axiom Cloud’s product works, and how to effectively communicate technical concepts with external stakeholders.
• Experience using CRM (e.g. HubSpot). 

Why Join Us:

• Opportunity to be part of an innovative enterprise SaaS startup that's transforming multiple industries.
• Fully remote work environment with competitive compensation and benefits package, including stock options in the company.
• “Honor system” Paid Time Off policy (no specified limits), and Paid Parental Leave.
• 2 weeks a year of company-wide time off (December and July).
• Collaborative and dynamic company culture with a strong focus on professional growth and development.
• Chance to make a real impact on Customer Success, Sales, and Product Development.
• If you’re a passionate and industry-experienced Customer Success professional who thrives in a fast-paced, innovative environment, we encourage you to apply! 

The Fine Print:

• We’re a startup. The work is demanding, challenging, and fulfilling.