Sr. Customer Success Manager

Job description

### **About Axuall** Built with leading healthcare systems, Axuall is a clinical workforce intelligence company built on top of a national real-time practitioner data network. It enables healthcare systems, staffing firms, telehealth organizations, and health plans to accelerate clinician onboarding, improve hiring and workforce planning, and maintain accurate provider data across enterprise systems. By delivering trusted data, AI-powered insights, and seamless data exchange, Axuall empowers healthcare organizations to improve operational efficiency, strengthen clinical coverage, and support revenue capture. Axuall's investors and the organizations they represent comprise over two dozen of the nation's leading healthcare organizations that recognize the imperative to improve clinical workforce efficiency amid significant economic and staffing challenges. ### **About the Role** Axuall is building a formal Customer Success function, and this role is foundational to that effort. The Senior Customer Success Manager (Sr. CSM) will partner directly with the SVP of Customer Experience to design, stand up, and operationalize Axuall's customer success program from the ground up — establishing the playbooks, engagement model, and success metrics — while also owning a portfolio of accounts and driving adoption, satisfaction, and retention across the full Axuall platform. This is a build-and-run role: part program architect, part practitioner. The Sr. CSM will work cross-functionally with Account Management, Client Services, and Implementation to ensure a seamless, connected customer journey across all Axuall solutions (Confirm, Explore, and Sync). An important distinction: renewal and expansion ownership sits with Account Management, while this role fuels those outcomes through adoption and value realization. #### **Reporting & Team Structure** - Reports directly to the SVP, Customer Experience. - Partners closely with Strategic Account Managers (SAMs), Client Services/Implementation teams, Product, and Solutions/Support to deliver a unified customer experience. ### **What You'll Do** ***Program Foundation*** - Co-design Axuall's Customer Success strategy, engagement model, and lifecycle framework alongside the SVP of Customer Experience. - Build foundational playbooks, processes, and tools for proactive customer success, including onboarding-to-adoption handoffs, health scoring, QBR cadence, and escalation paths. - Better define and optimize current success metrics and reporting (adoption, product usage, health scores, NPS/CSAT) in partnership with CX leadership. - Identify and close structural gaps in the current customer journey, particularly proactive adoption ownership. ***Adoption & Relationship Management*** - Own a portfolio of customer relationships post-implementation, driving solution adoption and utilization and alleviating pain points across the full Axuall platform (Confirm, Explore, and Sync). - Serve as the customer's trusted advisor on how to get maximum value from Axuall's solutions, aligning products to each customer's strategic priorities and workforce data goals. - Lead regular operational reviews and health check-ins; proactively flag risk and drive mitigation plans. - Develop in-depth knowledge of customer needs, trends, and the competitive landscape to inform account strategy. - Surface adoption trends, usage data, and the value narrative to the SAM to support their ownership of renewal and expansion conversations, inclusive of mutual success plans and account specific strategy. ***Cross-Functional Collaboration*** - Work hand-in-hand with Client Services and Implementation teams to ensure smooth transitions from onboarding into steady-state success. - Partner with SAMs to align on account strategy and risk, with clear handoff points between adoption (CSM) and commercial ownership (SAM). - Provide consistent feedback to Product and Engineering to help launch new features successfully and share insight into what customers want and need. - Represent the voice of the customer in internal planning and cross-functional forums. **What You'll Bring** - **5+ years in Customer Success or Account Management in a healthcare tech, SaaS-based product environment.** - Demonstrated experience building or significantly maturing a Customer Success function, to include examples of playbooks, processes, or programs, not just operating within an existing one. - Excellent client service skills and the ability to connect with healthcare professionals across a variety of roles (physicians, departmental leadership, executive leads, etc.). - Strong administrative skills and sophistication to manage business processes in complex environments; highly organized and systematic with superb attention to detail. - Comfort operating with ambiguity, able to define structure and process where none currently exists. - Strong understanding of the client ecosystem and the decision-making processes therein. - Excellent written and verbal communication skills, with the ability to educate, influence, and present to prospective or existing clients. ### **What You'll Get From Us** We offer a wide range of benefits for our team including: - Comprehensive Health Insurance - 401(k) with Employer Match - Wellness Stipend - Professional Development Reimbursement - Work From Home Stipend - Remote Work Flexibility - Flexible PTO - Paid parental leave In addition, Axuall is committed to fostering a diverse, equitable, and inclusive workplace that reflects the communities we serve and empowers every employee to reach their full potential. We encourage DEI through our Diversity in Tech (DiT) Employee Resource Group along with impactful programming that supports and fosters a place of belonging for our team members every day. ### **Equal Employment Opportunity & Pay Equity Commitment** Axuall is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected characteristic. Axuall maintains pay-equity practices that prohibit reliance on salary history and require that compensation decisions be supported by legitimate, job-related factors. ### **Interview Path** 1. Talent Acquisition Interview 2. Hiring Manager Interview 3. Team Interviews 4. Executive Panel 5. Reference Calls 6. Hiring Decision This role may be performed from any U.S. jurisdiction in which Axuall is registered to do business. Please note that certain localities may impose additional employment requirements that will be addressed during the hiring process. **Please also note that we are currently unable to sponsor visas**. While this role is remote-first, we require employees to attend an in-person orientation at our headquarters in Cleveland, Ohio. There may also be occasional instances where travel to our HQ is needed. ### **Pay Transparency & Compensation** *Base Salary Range (Good-Faith Estimate): $130,000 - $150,000* *plus incentive bonus compensation Classification: Full Time**Additional Compensation: Equity incentive plan participation upon hire**Pay Frequency: Semi-monthly* The posted range represents Axuall’s reasonable and good-faith estimate of the compensation the Company expects to pay for the position at the time of this posting. Actual compensation will be based on factors such as job-related knowledge, skills, experience, and internal equity.