Senior Customer Success Manager, Axuall
$130-150k
+ incentive bonus compensation
More information about location
Network insights company for healthcare
Be an early applicant
Network insights company for healthcare
21-100 employees
Be an early applicant
$130-150k
+ incentive bonus compensation
More information about location
21-100 employees
Company mission
To empower healthcare leaders to make better and faster decisions to meet patient demand, improve economic efficiencies, and reduce provider burnout.
Role
Who you are
- 5+ years in Customer Success or Account Management in healthcare tech, preferably a 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 the job involves
- 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
- 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
- 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
Application process
- Talent Acquisition Interview
- Hiring Manager Interview
- Team Interviews
- Executive Panel
- Reference Calls
- Hiring Decision
Our take
Axuall is a workforce intelligence company that helps healthcare systems, staffing firms, health plans, and digital healthcare companies reduce their enrolment times by providing data insights into network planning, analytics, and reporting.
Founded in 2018, Axuall has embraced machine learning and robotic automation as a tool for healthcare companies to provide better services. With more pressure on healthcare than ever before, Axuall is leading the call for efficiency solutions in the US, elevating healthcare companies such as Locumtenens and Arista MD.
Although there is stiff competition in the form of more mature companies like ZeroOmega - which has more than a decade on Axuall - the company's fundraising showcases the regard with which it is held in the space. The capital is being used to grow its product, sales, and marketing teams, as well as support further API integration and the development of its data partnerships.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Aug 2023
$7m
SERIES B
May 2023
$20m
SERIES B
Total funding: $40.4m
Company benefits
- Professional development stipends
- Employee stock options
- Remote work opportunities
- Employee stock options
- Unlimited PTO
- Fitness stipend
Company HQ
Downtown, Cleveland, OH
Leadership
Charlie Lougheed
(Founder & CEO)Previously Senior Vice President at PNC, and Co-Founder, President and CSO of Explorys. Currently a Board Member at Unify Labs and Managing Director at The Lougheed Initiative.
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