Sr. Customer Success Manager

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AxuallHealthcare Technology

Remote - US. This role may be performed from any U.S. jurisdiction in which Axuall is registered to do business.Full-TimeSenior

SalaryBase Salary Range (Good-Faith Estimate): $130,000 - $150,000 plus incentive bonus compensation

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Job Details

Experience: 5+ years
Required Skills: Data AnalysisCustomer SuccessSaaSAccount ManagementClient relationship management

5+ years in Customer Success or Account Management in healthcare tech.
Experience in a SaaS-based product environment.
Demonstrated experience building or maturing a Customer Success function with concrete examples of playbooks and processes.
Excellent client service skills with experience engaging healthcare professionals.
Strong administrative and business process management skills.
High level of organization and attention to detail.
Comfort operating with ambiguity and defining new structures.
Strong understanding of healthcare client ecosystems and decision-making processes.
Excellent written and verbal communication skills.
Ability to educate, influence, and present to existing or prospective clients.

Co-design Axuall's Customer Success strategy, engagement model, and lifecycle framework.
Build foundational playbooks, processes, and tools for proactive customer success, health scoring, and QBR cadence.
Define and optimize success metrics including adoption, product usage, and NPS/CSAT.
Manage a portfolio of customer relationships to drive adoption and utilization of the Axuall platform.
Lead operational reviews, flag account risk, and drive mitigation plans.
Work with Client Services and Implementation to ensure smooth customer onboarding transitions.
Partner with Strategic Account Managers to align on account strategy and risk management.
Provide customer feedback to Product and Engineering teams to inform feature development.

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