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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)

• Experience supporting customers in the home care or healthcare SaaS space
• 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 non-technical stakeholders.  

• Excellent relationship-building and interpersonal skills, with the ability to engage and influence at all levels of an organization.  

• Strong project management and organizational skills, with the ability to prioritize and manage multiple tasks simultaneously.  

• Analytical mindset, with the ability to analyze data, identify trends, and derive actionable insights to drive customer success.  

• Proactive, customer-focused mindset with a passion for delivering exceptional customer experiences.  

• Excellent communication skills, both written and verbal.  

• Experience with CRM software and customer success platforms preferred.  

Working Conditions 

• Manual dexterity required to use desktop computer and peripherals.
• Utilization of software and email to perform job functions.
• Will need to conduct camera-on videoconferencing for customer calls.  

Compensation and Benefits  

• Competitive salary and comprehensive benefits package.
• Medical insurance premiums are covered in full for the employee (Medical, Dental and Vision)  
• 401K.
  with competitive company matching.
• Personal time off, sick leave, and holidays.
• Company will provide laptop and other needed computer equipment. 

About AxisCare
According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.
 
AxisCare was started in 2011 by industry leaders to help meet the demand for a more userfriendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 7 other countries. We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment.