Strategic Customer Success Manager, Axiad
$125-150k
+ Bonus + Equity
More information about location
Passwordless access platform
Be an early applicant
Passwordless access platform
21-100 employees
Be an early applicant
$125-150k
+ Bonus + Equity
More information about location
21-100 employees
Company mission
Axiad's mission is to enable passwordless access across the enterprise ecosystem, by securing people, machines and digital interactions.
Role
Who you are
- 5+ years in Customer Success, Account Management, or related roles in a SaaS environment, preferably in ICAM, cybersecurity, or cloud security
- Proven track record of successfully managing and growing relationships with senior security and IT leaders (CISOs, CIOs, Security Directors)
- Strong understanding of ICAM concepts such as authentication, authorization, PKI, FIDO, SSO, MFA, and identity lifecycle management
- Excellent communication, presentation, and interpersonal skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences
- Ability to work cross-functionally and influence without direct authority
- Familiarity with Customer Success platforms (Gainsight, ChurnZero, ClientSuccess) and CRM tools like Salesforce.com
- Experience leveraging AI, data and analytics to drive customer engagement and adoption
- Bachelor's degree in Business, Computer Science, or related field preferred
What the job involves
- Axiad is seeking a highly motivated and Strategic Customer Success Manager (CSM) to drive deep, strategic engagements with our enterprise customers ensuring our identity security solutions deliver measurable business impact
- This role goes beyond traditional support; the ideal candidate will act as a trusted advisor to security and IT leaders, proactively identify opportunities to expand customer value, and provide critical insights to shape our product roadmap
- The CSM will be responsible for driving customer adoption, ensuring measurable business impact, and fostering long-term partnerships
- Strategic Customer Engagement: Develop and execute strategic account plans that align Axiad solutions with customers' business objectives and security priorities. Proactively identify opportunities to increase product adoption, drive expansion, and enhance the overall customer experience
- Executive Relationship Management: Build and maintain strong relationships with C-level executives (CISOs, CIOs) and other key stakeholders within customer organizations. Conduct regular executive business reviews (EBRs) to communicate progress, demonstrate ROI, and align on strategic goals
- Value Realization and ROI Demonstration: Work closely with customers to define success metrics, track progress, and demonstrate the value and ROI of Axiad solutions. Provide data-driven insights and recommendations to optimize their security posture
- Customer Onboarding and Enablement: Oversee the successful onboarding of new customers, ensuring smooth implementation, rapid adoption, and early value realization.
- Adoption and Expansion: Drive customer adoption of Axiad solutions by proactively identifying use cases, promoting best practices, and conducting strategic account planning. Partner with the Sales team to identify and drive expansion opportunities, demonstrating business impact and maximizing customer investment
- Customer Advocacy and Feedback: Act as the voice of the customer within Axiad, gathering feedback on product features, functionality, and overall experience. Champion customer needs and insights to the Product team to influence the product roadmap and ensure our solutions continue to meet evolving security challenges
- Cross-Functional Collaboration: Collaborate closely with Sales, Support, and Product teams to ensure a seamless customer journey, resolve issues effectively, and drive continuous improvement in our products and services
- Customer Health Management: Monitor key customer health metrics (e.g., usage, satisfaction, renewal rate) and proactively identify and mitigate risks to churn. Develop and implement strategies to improve customer retention and loyalty
Our take
The prevalence of cybercrime leads to many people using a variety of complex passwords for different websites and software, including digital environments at their workplaces. Managing these passwords can be frustrating and easy to forget, and passwords are still susceptible to being stolen by hackers, putting the privacy of both the employee and the employer at risk.
Axiad provides a passwordless access platform for businesses, allowing them to implement easy-to-use MFA (Multi-Factor Authentication) into all digital access checks to improve security, whilst minimizing access friction. The platform also applies MFA technology to check the authenticity of files, helping to reduce the risk of phishing and file stealing.
While the growing prevalence of MFA within business software could present a challenge within Axiad’s niche, the company has recognized that it is much simpler and more secure to unify all authentication within a single platform. Through its MFA technology, the company aims to help improve the security of digital work environments, remove friction from software access, and make operations easier for employees and employers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2024
$25m
GROWTH EQUITY VC
Feb 2021
$20m
GROWTH EQUITY VC
Total funding: $45m
Company HQ
Santa Clara, CA
Leadership
Bassam Al-Khalidi
(Co-CEO)Senior Escalation Engineer, Product Manager, and Senior Program Manager for ActivIdentity from 2004 to 2010.
Yves Audebert
(Co-CEO)Founder, CEO, COO and President of ActivCard from 1988 to 2005.
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