The Role
Own retention and expansion for a portfolio of 20–30 international SaaS customers. Act as trusted advisor, translate business needs into platform and integration solutions (APIs, SFTP, SQL), lead renewals and QBRs, manage risk, analyze customer health, and coordinate cross-functional delivery to drive measurable outcomes.
Summary Generated by Built In
Axonify is the AI-Powered Frontline Enablement Platform that helps organizations close the gap between learning and execution. By unifying learning, execution and insights capabilities, Axonify drives real business impacts for the world’s largest frontline organizations across retail, grocery, healthcare, and financial services.
More than 4 million employees across 160+ countries rely on Axonify today. It’s an exciting time to join as we transform the company and build what’s next.
We’re a team that thinks deeply, moves with intention, and embraces new ideas. We learn quickly, keep a sharp focus on real-world impact, and take meaningful action to drive progress. And we do it as one team, with openness, creativity, and a shared drive to keep pushing what’s possible
The Customer Success Manager is the primary owner of customer relationships and commercial outcomes for a portfolio of international Axonify customers, serving as both a trusted advisor and platform expert. Reporting to the RVP, Customer Success, this role is responsible for ensuring customers achieve measurable business outcomes with Axonify, driving retention and expansion results. The Customer Success Manager brings a consultative and technically grounded approach to each customer engagement, translating complex business needs into platform solutions and guiding customers through the full lifecycle of their partnership with Axonify.
- Develop and execute a customer success strategy for a portfolio of 20–30 customers, assuming ownership of retention and expansion revenue targets.
- Cultivate and maintain relationships across customer organizations, from executive stakeholders through mid-management and tactical program owners.
- Consult with customers to deeply understand their business goals, how they define success, and the specific challenges they are using Axonify to address.
- Advise customers on how to configure and optimize the Axonify platform to best meet their technical and program requirements, including integrations involving APIs, SFTP, and related data connections.
- Craft and negotiate renewal and expansion proposals, including business cases for investment and uplift, to secure long-term customer commitment.
- Prepare and conduct regular business reviews and business value analyses that demonstrate measurable impact and identify opportunities for growth.
- Manage risk within customer accounts by proactively identifying challenges, engaging internal teams, and developing solutions before escalation is required.
- Partner with internal teams — including Customer Solutions, Customer Care, Client Sales, Implementations, and Product — to coordinate complex customer needs and ensure seamless delivery.
- Analyze customer health and program data to identify trends, surface insights, and ensure customers are progressing against Axonify's customer maturity model.
- Participate in establishing and refining best practices, playbooks, and tools that mature the Customer Success team's ability to serve customers at scale.
- Other duties as required.
- 3-5 years of experience in customer success, account management, or consulting roles, ideally within a B2B SaaS environment
- Strong preference for fluency in German and/or other languages other than English
- Demonstrated ability to own a revenue target and manage a portfolio of customer relationships through the full renewal and expansion cycle
- Experience translating customer business requirements into technology-based solutions, including working knowledge of cloud-based integrations and software implementation concepts
- Familiarity with technical integrations (APIs, SFTP, SQL) sufficient to support customer configuration conversations and triage technical issues with internal teams
- Proven ability to build and sustain senior-level relationships and navigate complex, multi-stakeholder customer organizations
- Strong analytical and problem-solving skills; able to interpret customer health data and program performance to drive decisions and recommendations
- Experience preparing and delivering executive-level presentations, QBRs, and business cases with clarity and credibility
- Ability to manage multiple concurrent customer engagements, prioritize effectively, and operate with a high degree of autonomy in a remote environment
This role is open to candidates who are located in, and authorized to work in, United Kingdom. You will have the tools, resources, and support you need to succeed.
We offer a comprehensive total rewards package designed to support your wellbeing, growth, and overall success. Here’s what you can expect:
Competitive Compensation: Competitive salary and an incentive plan aligned to your role, which may include annual or variable incentives. We take a thoughtful, market-based approach to compensation.
The estimated base salary range for this role is 50,400 CAD GBP - 63,000 GBP - 75,600 GBP and reflects growth from building capability in the role to fully excelling over time, with most new hires joining near the midpoint. Actual salaries may vary within the range, or above or below it, based on factors such as experience, skills, location, and business needs.
Comprehensive Health Benefits: Health benefits from day one to support your overall wellbeing.
Time Off: 25 days of vacation, 7 Life Care Days, and a flexible holiday program to choose the religious, spiritual, and cultural holidays that matter most to you.
Wellbeing Support: Wellness Spending Account to support whatever wellbeing looks like for you.
Home Workspace Set-Up: Home Office Spending Account so your workspace works for you.
Family & Future Support: Parental top-up, New Parent Days, and matched retirement savings for a secure future.
Growth & Learning: Professional Development Budget to learn new skills and grow your craft.
Community Impact: Paid Volunteer Time to give back to the causes that matter to you.
We believe AI should help people do their best work, not replace the human judgment, creativity, and connection that make us who we are. AI is a tool we use to learn fast, elevate our craft, and focus on the work that truly creates impact. That shows up in our hiring process too.
We use AI-assisted tools to create a smoother, more organized, and ultimately more human candidate experience. These tools allow our team to spend more time on real conversations and thoughtful decision-making, the things that matter.
What AI doesn’t do at Axonify is make hiring decisions. Every decision is made by real people, using real judgment and grounded in our values.
Here’s what that means for you as a candidate:
- Feel free to use AI to support your thinking - not replace it. We use AI to learn and level up, and you can too.
- Be open about how you use AI if asked. Transparency helps us understand your process and how you approach problem-solving.
- Stay authentic. We’re hiring people, not prompts, your ideas, your experiences, and your voice are what matter.
We believe our team’s unique experiences, backgrounds, cultures, beliefs, and abilities add richness to our culture and depth to our ideas. Our commitment to diversity and inclusion creates an environment that supports, empowers, and delivers a sense of belonging for all team members.
We want to remove any barriers that may limit you from joining Axonify. Email [email protected] to let us know how we can support you with reasonable accommodations throughout the candidate journey.
Apply. Our Talent Acquisition team is committed to providing an outstanding experience throughout your journey with us.
Learn more about Axonify at www.axonify.com/careers
Skills Required
- 3-5 years of experience in customer success, account management, or consulting roles, ideally within a B2B SaaS environment
- Demonstrated ability to own a revenue target and manage a portfolio of customer relationships through the full renewal and expansion cycle
- Experience translating customer business requirements into technology-based solutions, including working knowledge of cloud-based integrations and software implementation concepts
- Familiarity with technical integrations (APIs, SFTP, SQL) sufficient to support customer configuration conversations and triage technical issues with internal teams
- Proven ability to build and sustain senior-level relationships and navigate complex, multi-stakeholder customer organizations
- Strong analytical and problem-solving skills; able to interpret customer health data and program performance to drive decisions and recommendations
- Experience preparing and delivering executive-level presentations, QBRs, and business cases
- Ability to manage multiple concurrent customer engagements, prioritize effectively, and operate with a high degree of autonomy in a remote environment
- Located in, and authorized to work in, United Kingdom
- Fluency in German and/or other languages (strong preference)
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The Company
What We Do
Axonify is the frontline enablement solution that’s science-backed and proven to maximize the potential of workforces. It gives frontlines what they need to learn, connect and get things done. Quickly. Easily. Every single day. It starts with brain science and AI to drive knowledge retention through bite-sized microlearning and daily intelligent reinforcement. Embedded two-way communication and feedback ensure staff is engaged and informed, no matter the scale of the organization. Guided task management shows employees exactly how to put their training to use, every single day. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank. Founded in 2011, Axonify is headquartered in Waterloo, Ontario. For more information, visit axonify.com.
