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. • $20M Series A co-led by Glade Brook and Greycroft • No. 3 on Glassdoor s Best Places to Work 2024 • G2 Customer Reviews • 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 • 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. • Build and execute tailored mutual success plans aligned to each customer s communications strategy, business goals, and key use cases. • Define clear success milestones and hold yourself and customers accountable to them. Customer Retention & Expansion • 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. • Proactively identify at-risk accounts, surface early warning signals, and lead mitigation strategies to preserve customer value and drive successful renewals. • Partner closely with Account Managers to identify expansion opportunities, uncover new use cases, and support upsell and cross-sell motions that drive account growth. • Serve as a strategic advisor to customers, driving adoption, engagement, and measurable outcomes that strengthen long-term retention and create a foundation for expansion. • Consistently perform against individual and team KPIs spanning onboarding, adoption, customer health, gross and net revenue retention, and expansion performance. Product Enablement & Training • Prescribe and deliver product enablement tailored to each account s maturity level, driving adoption of key features and functionality that map to customer outcomes • Design and lead group training sessions as needed and best practice workshops for customers, from end users to executive sponsors • Serve as the go-to expert on how customers can maximize the value of Axios HQ s platform Cross-Functional Bridge • Act as the primary connector between customers and Axios HQ s internal teams - Support, Solutions, and Product - triaging issues and ensuring fast, coordinated resolution • Advocate for customer needs in product conversations, surfacing feedback and feature requests that inform Axios HQ s roadmap • 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: • 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 • Growth & revenue-minded: Proven track record against retention, expansion, adoption, and onboarding KPIs; understands that customer success and commercial success are the same thing • Proactive risk manager: Doesn t wait for churn signals to act; consistently monitors account health and moves fast when something is off • Consultative and prescriptive: Earns customer trust through expertise, challenges customers to use the product to its full potential, and delivers recommendations with confidence • Skilled trainer and facilitator: Comfortable leading group sessions, best practice workshops, and executive-level conversations with equal ease • Hyper-collaborative: Works fluidly across Support, Solutions, Product, and Sales; over-communicates and keeps everyone aligned • Organized and efficient: Manages complexity across a diverse book of business and keeps HubSpot CRM and other systems current without being asked • Growth-oriented: Thrives in a fast-moving environment, seeks feedback, and continuously raises their own bar The logistics: What we ll provide Axios HQ believes in fair and equitable pay. Annual on-target earnings (OTE) for this role are in the range of $125,000 - $145,00...