Customer Success Manager

About Axuall

Built with leading healthcare systems, Axuall is a workforce intelligence company built on top of a national real-time practitioner data network. It enables healthcare systems, staffing firms, telehealth, and health plans to dramatically reduce onboarding and enrollment time while also providing unique, powerful data insights for network planning, analytics, and reporting. Its network streamlines the secure sharing of digitally verified credentials between clinicians, authorized verifiers, and organizations that require this information quickly and continuously to meet patient demand, ensure clinical coverage, and maximize revenue capture.

In 2023, Axuall closed its series B round of financing, bringing its total capital raised to more than $41 million. 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 amidst significant economic and staffing challenges. 

About the Role

The Customer Success Manager owns client engagements and is responsible for growth and retention while working to maximize solution adoption and utilization, alleviate pain points, and meet digital transformation milestones. The CSM role also has an additional incentive compensation plan that rewards client growth and advocacy. 

What You’ll Do

Candidates must be able to demonstrate a strong track record of performance within the past five years in the following duties and responsibilities:

• Maintain ownership and accountability for large, complex, high revenue clients
• Drive growth and retention through clearly documented digital transformation milestones
• Secure new revenue expansion opportunities by upselling and aligning Axuall to organizational strategic priorities 
• Create demand by uncovering business problems and new stakeholders and matching them to our additional product offerings.
• Demonstrated capacity to quickly learn relevant workforce intelligence and analytics information 
• Work cross-functionally (e.g., Implementation, Product, Sales) to ensure we meet/exceed goals related to customer retention and (perceived actual) turnaround time
• Build and maintain effective executive relationships which create a high level of trust to help facilitate identification of new growth and strategic alignment opportunities within assigned accounts. 
• Provide consistent, prioritized feedback to the Engineering and Product teams to assist in successfully launching new product features and provide insight into what our customers want and need from our product.
• Develop and publish an in-depth knowledge of customer needs, trends, and competitive landscape.
• Effectively align Axuall products according to customer objectives and help our customers understand their visions as it relates to the overall product roadmap.
• Demonstrate proficiency in maintaining accurate records in internal technology tools including Salesforce and Airtable.

Qualifications

Candidates must demonstrate experience, results, and references in the following areas:

• 5 years of Account Management in a SaaS based product environment.  (within the Healthcare vertical preferred).
• Excellent client service skills and ability to connect with healthcare professionals across a variety of roles (physicians, administrative care team members, executive leads, etc.)
• Strong administrative skills and sophistication to manage business processes in complex environments
• Highly organized and systematic with superb attention to detail
• Possess a very positive attitude and an understanding of the dynamics involved with organizational growth and change
• Strong experience in identifying growth opportunities and expanding revenue through existing business.
• Can quantitatively articulate actions in response to analytical work to goals, plans, and trends.
• Strong understanding of the client ecosystem and the decision-making processes therein.
• Experience in product engagement and feature utilization with the ability to up-sell the product for the sustainable evolution of accounts.
• Excellent written and verbal communication skills with the ability to educate, influence, negotiate, and make formal presentations with prospective or existing clients

What You'll Get From Us

We offer a wide range of benefits for our team including comprehensive health insurance, unlimited PTO/vacation days, remote work flexibility, 401(k) with employer match, fitness stipend, travel-to-work stipend, continuous education support, and paid family leave.

Axuall is proud to be an equal-opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

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