Senior 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
• Ranked Top Place to Work on GlassdoorVisit AxiosHQ.com
• 2023 State of Essential Workplace Communications

Why it matters: The Senior Customer Success Manager will be responsible for onboarding, activating, supporting and expanding adoption with HQ customers. You will partner with an Account Manager to jointly own 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 sales to ensure a smooth handoff when new customers purchase the Axios HQ product 
• Onboard new customers with a value and metric driven mindset to set them up for ongoing success
• Consistently perform against individual and team quantitative and qualitative KPIs
• Partner with Account Managers 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 an account manager that helps them achieve their goals for Axios HQ
• Share commercial goals with account managers focusing on logo and net dollar retention
• Prescribe the adoption and use of product features, functionality, and services to the achievement of key customer business outcomes 
• Partner with Technical Support, Solutions and Product teams for resolution on technical requests
• 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 customers onto Axios HQ - this can include responding to customer 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:

• 5+ 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 record hitting and exceeding onboarding, usage, adoption, and customer success quotas and KPIs
• Hyper-collaborative - Works well with others, over-communicates, and enjoys collaborating with other stakeholders internally to effectively deliver on a customer success plan
• Persuasive and Engaging - Enjoys building relationships with customers and earning their trust, taking their prescriptive and consultative advice on how to use HQ to its max 
• Organized and Efficient - Manages multiple use cases per customer and stays organized within our Hubspot CRM and other systems to ensure stakeholders have visibility into their work  
• Accountable and Proactive - Has a proactive mindset with strong follow-through on tasks, projects, and customer needs
• Growth Oriented - Has a constant desire to receive feedback, learn, and grow within a fast-paced environment where things are growing and changing at lightning speed

Don’t forget: 

• Axios HQ believes in fair and equitable pay. Annual on-target earnings (OTE) for this role are in the range of $125,000–$140,000 and are dependent on numerous factors, including but not limited to location, work experience, and skills.
• This is a hybrid position out of our Arlington, VA location - 2-3x days per week in office
• Health insurance
• Primary caregiver 12-week paid leave
• 401K + match
• Generous vacation policy, plus company holidays
• Company equity
• A commitment to an open, inclusive, and diverse work culture
• Annual learning and development stipend
• Monthly work-from-home stipend
• Tele-mental health services
• Virtual company-sponsored social events

Equal Opportunity Employer Statement:

Axios HQ is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, age, gender identity, gender expression, veteran status, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Axios HQ makes hiring decisions based solely on qualifications, merit, and business needs at the time.