Axway · 3 months ago
Principal Customer Success Manager
US-AZ-Scottsdale
Full-time
Hybrid
Senior Level, Lead/Staff
7+ years expAxway is a pioneer in enterprise integration, empowering organizations to achieve digital transformation. The Principal Customer Success Manager is responsible for ensuring customer success within Axway’s managed cloud and SaaS business, focusing on customer engagement, relationship management, and driving revenue growth through upselling and retention strategies.
Cloud ManagementDeveloper APIsIdentity ManagementSaaSSoftware
Responsibilities
Take ownership of assigned customer relationships (i.e. White-glove, strategic customer portfolio) and team with your accounts along the customer journey to expand Axway’s footprint
Grow ARR (Annual Recurring Revenue) with existing customers by maximizing upsell opportunities, while minimizing churn and down-sell (risk management)
Continually work with the customer to identify adjacent opportunities for upsells and cross-sells
Partner with customers to maximize utilization of the Axway solutions within the adoption and expansion phases, in addition to co-innovating with the customer and bringing in the appropriate Axway team members to guide conversations regarding business use cases and new product functionality
Establish and monitor KPIs such as net revenue retention, net contract retention, etc., and deliver periodic reports according to the prescribed frequency
Excellent customer satisfaction, as measured by NPS
Prepare and maintain a comprehensive customer success plan for each account
Develop and share best practices with the team members to continually improve our processes’ quality, effectiveness, and efficiency
Collaborate and share customer feedback with internal sales, product, engineering, marketing, and professional services colleagues to enhance product development efforts and increase sales opportunities
Maintain clear documentation of all assigned customers
Host and lead customer business reviews
Qualification
Required
Excellent written and verbal communication skills to effectively articulate complex technical and business projects/problems and action plans, and influence key decision-makers, both internally and externally
Experience and success working with senior and executive-level customer contacts
Excellent personal organization and problem-solving skills
The ability to excel under pressure and to meet deadlines
Strong work ethic with the ability to self-start, prioritize, and multi-task
Strong interpersonal aptitude with the ability to build trust quickly, have a client-first mentality
At least seven (7) years of direct customer success/engagement management experience
At least five (7) years of pertinent technology experience in tech software and cloud (SaaS) disciplines
Proven experience with MS Office/Teams, SalesForce, ServiceNow, Jira, Confluence, PBI and/or equivalent operational tools
University degree and ITIL Foundations qualifications preferred; Must have a relevant University Degree or equivalent work experience
Company
Axway
Axway provides multi-enterprise cloud integration and API and identity management software.
1001-5000 employees
H1B Sponsorship
Axway has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (26)
2023 (23)
2022 (29)
2021 (47)
2020 (40)
Funding
Current Stage
Public CompanyTotal Funding
$146.75M2024-08-23Post Ipo Debt· $146.75M
2016-05-31Post Ipo Equity
2011-07-24IPO
Leadership Team
H
Herve DECHELETTE
Director
K
Kathleen CLARK BRACCO
Director
Recent News
2025-10-31
TechAfrica News
2025-10-30
Morningstar.com
2025-10-10
Company data provided by crunchbase