Customer Success Manager

**Job Description \- Customer Success Manager** **Reports To:** Director of Customer Success **Location:** Remote **Position Type:** Full\-Time **Position Summary** As a Customer Success Manager, you will be responsible for nurturing and growing our relationships with high\-value clients. Your primary objective will be to ensure the long\-term success and satisfaction of our customers, driving adoption, retention, and expansion within their organizations. By leveraging your exceptional interpersonal skills and deep understanding of our SAAS products, you will act as a strategic advisor, fostering strong partnerships and maximizing the value our clients receive from our solutions. **Key Responsibilities** * **Build and Maintain Relationships**: Develop and maintain strong relationships with high\-value clients, serving as their primary point of contact. Understand their business objectives, challenges, and requirements, and collaborate with internal teams to deliver tailored solutions. * **Customer Success Strategy:** Create and implement a comprehensive customer success strategy for high\-value accounts, aligned with their goals and our company's objectives. Define and track key metrics, ensuring that customers achieve their desired outcomes and derive maximum value from AxisCare. * **Adoption and Onboarding:** Facilitate the successful onboarding of new clients, ensuring a seamless transition and positive initial experience. Guide clients through the implementation process alongside our Customer Onboarding team, provide training and support, and proactively address any concerns or obstacles. * **Account Expansion:** Identify opportunities for account expansion and revenue growth within high\-value clients. Collaborate with inside sales and business development teams to develop account plans, present upsell/cross\-sell opportunities, and drive customer adoption of additional product features. * **Proactive Support and Issue Resolution:** Monitor customer health and proactively address any potential risks or issues that may impact customer satisfaction or retention. Serve as the escalation point for resolving complex or critical customer concerns, working closely with internal teams to ensure prompt and effective resolutions. * **Customer Advocacy:** Be the voice of the customer within the organization, providing feedback, insights, and recommendations to drive product enhancements and improvements. Collaborate with product management and development teams to ensure customer requirements and feedback are incorporated into future product roadmaps. * **Contract Management:** Collaborate with internal teams to mitigate churn risks for high\-value clients. **What We're Looking For (Minimum Qualifications)** * Proven experience as a Customer Success Manager or similar role, working with high\-value clients in a SAAS company. * Deep understanding of SAAS products and the ability to effectively communicate technical concepts to