Senior/Principal Customer Success Manager

Axway

. Own assigned strategic customer relationships throughout the customer journey .

Posted 10/22/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in customer success management, focusing on strategic relationship building, upselling, and maximizing customer utilization of SaaS solutions. Proficient in establishing KPIs, delivering reports, and collaborating across teams to enhance customer satisfaction and drive revenue growth.

Highest-signal resume keywords

Customer Success ManagementSaaS ExperienceKPI EstablishmentMS Office/Teams ProficiencySalesForce Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementUpsellingCross-SellingCustomer Success PlansNet Revenue RetentionTechnical Problem-SolvingDocumentation ManagementBusiness ReviewsCustomer Feedback AnalysisCloud Technology Experience

Soft Skills

Excellent Communication SkillsPersonal OrganizationInterpersonal AptitudeAbility to Work Under PressureStrong Work Ethic

Tools & Technologies

SalesForceServiceNowJiraConfluencePower BI

Certifications & Qualifications

ITIL FoundationsRelevant University Degree

Industry Keywords

Customer JourneyARR GrowthCustomer SatisfactionNPS MeasurementCo-Innovation

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Own assigned strategic customer relationships throughout the customer journey
Expand Axway’s footprint within assigned accounts
Grow ARR through upsell opportunities while minimizing churn and down-sell risk
Identify adjacent upsell and cross-sell opportunities
Maximize customer utilization of Axway solutions during adoption and expansion phases
Co-innovate with customers and involve appropriate Axway team members to address business use cases and new product functionality
Establish and monitor KPIs such as net revenue retention and net contract retention
Deliver periodic reports according to prescribed frequencies
Drive excellent customer satisfaction measured by NPS
Prepare and maintain comprehensive customer success plans for each account
Develop and share best practices with team members
Collaborate with sales, product, engineering, marketing, and professional services colleagues
Share customer feedback to enhance product development and increase sales opportunities
Maintain clear documentation of assigned customers
Host and lead customer business reviews

Requirements

What you’ll need

At least seven (7) years of direct customer success/engagement management experience
At least five (7) years of pertinent technology experience in tech software and cloud (SaaS) disciplines
Proven experience with MS Office/Teams, SalesForce, ServiceNow, Jira, Confluence, PBI and/or equivalent operational tools
Relevant University Degree or equivalent work experience
University degree and ITIL Foundations qualifications preferred
Excellent written and verbal communication skills to articulate complex technical and business projects/problems and action plans
Experience and success working with senior and executive-level customer contacts
Excellent personal organization and problem-solving skills
Ability to excel under pressure and meet deadlines
Strong work ethic with ability to self-start, prioritize, and multi-task
Strong interpersonal aptitude and ability to build trust quickly
Client-first mentality

Benefits

Comp & perks

Health coverage
Retirement plans
Paid time off
Flexible work
Career development
Competitive pay
Global culture perks