Principal Customer Success Manager

Axway

Principal Customer Success Manager responsible for customer success strategies in Axway’s managed cloud and SaaS business. Growing ARR and fostering customer relationships for desired business outcomes in the US.

Posted 5/19/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Take ownership of assigned customer relationships 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.
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.
Establish and monitor KPIs such as net revenue retention, net contract retention, etc.
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 teams to enhance product development efforts.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Health coverage
Retirement plans
Paid time off
Flexible work options
Career development
Competitive pay
Global culture perks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success managementupsellingcross-sellingKPI monitoringcustomer success plan developmentprocess improvement

Soft Skills

relationship managementcollaborationcommunicationteamworkproblem-solving

Certifications

ITIL Foundations