Customer Success Manager

A Customer Success Manager at Axelerant guides customers after the initial sales process into the delivery, support, and maintenance phases of software development engagements. Rather than functioning as a customer support agent, Customer Success Managers form a direct relationship with customers and provide them with timely value propositions. This relationship helps customers grow and achieve goals while simultaneously strengthening their relationship with the business.

A Customer Success Manager works with customers towards the highest level of customer satisfaction by ensuring that clients receive the tools and support needed to achieve their goals. They have an in-depth understanding of the customer's needs and are responsible for communicating customer behaviors to the sales, marketing, consulting, and delivery teams.

The Customer Success Manager role provides strategic leadership, account management, and account growth by identifying new opportunities with Axelerant’s customers through:

• Onboarding new customers promptly
• Getting to know new customers and strategically preparing account plans for quick wins
• Driving customer retention by staying ahead of customer needs and offering new insights
• Nurturing customer account growth through your deep knowledge of the Axelerant services and the customer’s needs by making logical expansion recommendations
• Encouraging advocacy from your customers by helping them achieve successful results and by developing trusted, long-term relationships with them
• Following up on renewals and new leads generated by customer advocacy and referrals
• Building relationships between customers and the delivery team
• Being the voice of the customer

Responsibilities:

• Work closely with an assigned list of customers to understand their business, needs, and how Axelerant can solve their challenges and exceed their expectations.
• Proactively research emerging technologies and present ideas that add business value to customers.
• Maintain a consistent engagement strategy to track the success of the customer relationship (i.e., Account plans, pro-active risk management, surveys, planning meetings, the introduction of innovations and services)
• Create and map out the organizational hierarchy within each Customer account to understand the organizational structure and where we best align.
• Foster a relationship between customers and project teams, making it easier for customers to solve small or short-term problems. Ensure that the projects and solutions we are delivering to our customers are on time, within budget, and profitable for Axelerant.
• Actively participate in the strategic development of new business by identifying new opportunities to expand our service offering with customers.
• Draft and present Statements of Works (SOWs) for project and professional services retainers.
• Draft and provide presentations to customers that showcase and evangelize the Axelerant and Open Source Software value proposition.
• Help lead project retrospectives after projects are completed and assist Marketing with drafting case studies and thought leadership that promotes our customers' success.
• Schedule and provide quarterly and annual strategic planning sessions with your customers (remotely and onsite).
• Attend industry events that the customer is associated with to understand their challenges and business model better.
• Actively nurture and track all referrals from assigned accounts.
• Keep abreast of corporate objectives, technology trends, and cutting edge solutions Axelerant provides in the marketplace.

Requirements:

• 4+ years of relevant career experience
• 3+ years of working account management within a digital agency, professional services organization, or SaaS organization
• 2+ years of experience managing or selling to enterprise customers
• 1+ years of experience using agile methodologies
• Experience building and presenting value around professional services: digital transformation, digital user experience, and web content management systems
• Proficiency with CRM and presentation software

Nice to Have:

• 4-year degree in Sales, Communications, or Marketing
• Excellent writing skills and management of the sales process
• Exceptional communication, interpersonal and presentation skills; ability to quickly understand customer needs and map to Axelerant’s engagement types.
• Experience in Drupal or other technologies of custom solutions and implementations
• Experience with Digital Strategy, Web Design, and Development
• Knowledge of CRM and prospecting tools such as Salesforce.com, Hubspot
• Demonstrable public speaking or writing experience (i.e., video of an industry presentation at a conference, blog post series, etc.)
• Previous sales methodology training (i.e., Sandler Sales Training)
• Sense of entrepreneurship and desire to become a member of a dynamic team focused on constant growth and market leadership

#LI-Remote

About Axelerant

We began as an idea in 2012 to build a unique, work from anywhere professional services organization with empowering benefits for our team members. Today, we have achieved that and are continuously improving our career, feedback, performance, and recognition management programs. Further, leadership can happen by anyone, at any time from within Axelerant's team.
We're a very collaborative bunch of enthusiastic achievers who are being open about how we're doing it and kind to make people feel welcome in all that we do. So, when you're excited about learning from and helping others – you'll find a great home here.

Special Considerations:

Though you can work from home for all of Axelerant's roles, except for specific regional jobs, like Account Executive UK/US, our salaries are typically paid per India-based compensation plans. Further, you might be required to have a two- to four-hour crossover with the 11 AM to 7 PM India (UTC+05:30) timezone each workday for meetings and coaching.

Discover the Axelerant Difference:

Axelerant is an open organization with fantastic team members and a rocking 4.8/5.0 Glassdoor rating. Our growing team of 100+ includes some of the best and brightest from around the world.

Equal Employment Opportunity:

Axelerant provides equal employment opportunities to all applicants regardless of race, color, creed, religion, sex, sexual orientation, gender identity, marital status, pregnancy, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and affirmatively seek to advance the principles of equal employment opportunity.

Diverse and Inclusive:

We believe that a diverse and inclusive team is critical to our success as a global company. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool. The more inclusive we are, the better our work will be. Kindness and openness are core values at Axelerant, and when you qualify for a role, we will make an effort to include and accommodate you, even when that looks different than it seems for others. E.g., non-standard work hours, specialized work equipment, modified work agreements.

Remote & Flexible:

All you need is a reliable Internet connection. Work from anywhere you're comfortable and choose work hours to balance your life.

Unique Culture:

Our culture is distinctive. We do everything in our power to create an empowered and fulfilling work environment for team members.

Professional Development:

We're always teaching and learning. Peer mentorship, life coaching, certifications, and training help our team members advance professionally.

International Events:

We want you to attend events related to the things you care about. Get sponsored by us when you're contributing to those events.

Retreats & Meetups:

With annual retreats, quarterly town halls, and monthly celebrations, we never let remote get in the way of work or fun.

Leave Policy:

52 weekends and 35 days per year of consolidated leave plus maternity, paternity, and sabbatical allowances.