Sr. Customer Success Manager

3 hours, 18 minutes ago
Full-time
Senior
Customer and Technical Support
Axuall

Axuall

Axuall provides a clinical workforce intelligence solution that enhances operational efficiency and supports informed workforce decisions within healthcare organizations by utilizing a national real-time practitioner data network.

Professional Services
51-250
Founded 2018
$53M raised

Description

  • Co-design Axuall’s customer success strategy, engagement model, and lifecycle framework.
  • Build playbooks, processes, tools, health scoring, QBR cadences, and escalation paths.
  • Define and optimize success metrics including adoption, usage, health scores, NPS, and CSAT.
  • Manage a portfolio of post-implementation customer relationships across Confirm, Explore, and Sync.
  • Advise customers on maximizing solution value and aligning products with workforce data goals.
  • Lead operational reviews, monitor account health, identify risks, and drive mitigation plans.
  • Partner with Account Management, Client Services, Implementation, Product, Engineering, and Support on customer outcomes.
  • Share adoption trends, usage data, and value narratives to support renewal and expansion efforts.
  • Represent customer needs in internal planning and provide feedback on product launches.

Requirements

  • 5+ years of Customer Success or Account Management experience in healthcare technology or SaaS.
  • Experience building or significantly maturing a Customer Success function, including playbooks, processes, or programs.
  • Ability to work effectively with healthcare professionals, departmental leaders, and executives.
  • Strong organizational, administrative, process management, and attention-to-detail skills.
  • Comfort operating in ambiguous environments and creating structure where none exists.
  • Strong understanding of healthcare client ecosystems and decision-making processes.
  • Excellent written, verbal, presentation, education, and influencing skills.
  • Must be able to work from a U.S. jurisdiction where Axuall is registered; visa sponsorship is unavailable.
  • Ability to attend in-person orientation in Cleveland, Ohio, with occasional headquarters travel.

Benefits

  • Base salary of $130,000–$150,000 plus incentive bonus compensation.
  • Equity incentive plan participation upon hire.
  • Comprehensive health insurance.
  • 401(k) with employer match.
  • Remote-first work with flexible remote arrangements and a work-from-home stipend.
  • Flexible PTO and paid parental leave.
  • Wellness stipend and professional development reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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