Customer Success Manager, Enterprise & Mid-Market
Customer Success Manager, Enterprise & Mid-Market
1 big thing: Axios HQ is an end-to-end communications software that helps organizations of all sizes source, write, send, and analyze essential communications that boost trust, transparency, and alignment. All with Smart Brevity.
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$20M Series A co-led by Glade Brook and Greycroft
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No. 3 on Glassdoor’s Best Places to Work 2024
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G2 Customer Reviews
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Customer Case Studies
Why it matters
The Customer Success Manager, Enterprise & Mid-Market owns the full customer lifecycle — from onboarding and implementation through ongoing enablement, expansion, and retention. This role sits at the intersection of client experience and commercial outcomes: you will be a trusted advisor to your book of business, a proactive steward of revenue health, and a connector across Axios HQ ’s Support, Solutions, and Product teams. You will partner closely with dedicated Account Managers to ensure commercial goals are met, while delivering the kind of value-focused experience that makes customers want to grow with us.
Go deeper: What you’ll own
Customer Onboarding & Implementation
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Lead a seamless handoff from sales and drive structured onboarding for Enterprise and Mid-Market accounts, ensuring customers are set up for early and lasting success.
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Build and execute tailored mutual success plans aligned to each customer’s communications strategy, business goals, and key use cases.
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Define clear success milestones and hold yourself and customers accountable to them.
Customer Retention & Expansion
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Co-own retention outcomes, alongside the Account Manager, across a mixed Mid-Market and Enterprise book of business, maintaining a clear view of account health, renewal risk, and revenue retention performance.
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Proactively identify at-risk accounts, surface early warning signals, and lead mitigation strategies to preserve customer value and drive successful renewals.
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Partner closely with Account Managers to identify expansion opportunities, uncover new use cases, and support upsell and cross-sell motions that drive account growth.
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Serve as a strategic advisor to customers, driving adoption, engagement, and measurable outcomes that strengthen long-term retention and create a foundation for expansion.
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Consistently perform against individual and team KPIs spanning onboarding, adoption, customer health, gross and net revenue retention, and expansion performance.
Product Enablement & Training
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Prescribe and deliver product enablement tailored to each account’s maturity level, driving adoption of key features and functionality that map to customer outcomes
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Design and lead group training sessions as needed and best practice workshops for customers, from end users to executive sponsors
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Serve as the go-to expert on how customers can maximize the value of Axios HQ ’s platform
Cross-Functional Bridge
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Act as the primary connector between customers and Axios HQ ’s internal teams — Support, Solutions, and Product — triaging issues and ensuring fast, coordinated resolution
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Advocate for customer needs in product conversations, surfacing feedback and feature requests that inform Axios HQ ’s roadmap
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Maintain accurate, up-to-date records in ChurnZero and HubSpot CRM so internal stakeholders always have full visibility into account health and activity
The details: What we’re looking for
Ideal candidates will embody an entrepreneurial spirit and genuine passion for Axios HQ ’s mission and values — raise the bar, stay curious, be inclusive always, and champion each other — and bring the following skills and experience:
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4+ years in a Customer Success Manager role , ideally in SaaS, with demonstrated experience managing Mid Market and/or Enterprise accounts in a startup environment
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Growth & revenue-minded: Proven track record against retention, expansion, adoption, and onboarding KPIs; understands that customer success and commercial success are t