Customer Success Manager

1 big thing: Axios HQ is an AI-powered software that helps organizations of all sizes plan, write, and send essential comms that boost trust, transparency, and alignment. Learn more about Axios HQ:

• $20M Series A co-led by Glade Brook and Greycroft
• No. 3 on Glassdoor’s Best Places to Work 2024
• Read our reviews on Glassdoor
• 2023 State of Essential Workplace Communications

Why it matters: The Customer Success Manager will be responsible for onboarding, activating, supporting, and expanding adoption with HQ customers. You will partner with an Account Manager who owns revenue responsibilities to achieve commercial goals.

Go deeper: Ideal candidates will embody a mindset of accountability, proactivity, and ownership over their book of business in a hyper-growth startup environment:

• Collaborate closely with the sales and account management teams to ensure a smooth handoff when new clients purchase the Axios HQ product 
• Successfully onboard and consistently perform against individual and team quantitative and qualitative KPIs
• Partner with a dedicated Account Manager to manage a book of business of Axios HQ customers - focusing specifically on implementation, adoption, and growing usage of the platform.
• Develop a deep understanding of customers' business goals, communications strategies, and use cases to build a customer success plan alongside a dedicated account manager that helps them achieve their goals for Axios HQ.
• Prescribe the adoption and use of product features, functionality, and services to the achievement of key customer business outcomes 
• Provide first response to customer issues as needed, and partner with Product and Solutions teams for technical troubleshooting
• Advocate on behalf of customers’ needs to help inform product development and strategy
• Set an exceptionally high standard for customer service as we bring new clients onto Axios HQ - this can include responding to client challenges/problems, proactively scheduling regular check-ins, providing timely feedback to the product and engineering team for feature requests and bug reports, etc.

The details: Ideal candidates will embody an entrepreneurial spirit and passion for Axios HQ’s mission and values - raise the bar, stay curious, be inclusive, always, and champion each other - and have the following skills/experience:

• 4 years of experience in a Customer Success Manager role, within the Software as a Service (SaaS) or AI industry preferably, and ideally in a startup environment 
• Goal Oriented - Proven track …