Axya

Customer Success Manager

• Project-manage onboarding end-to-end: ERP integration coordination, buyer training, supplier onboarding waves
• Set deployment KPIs at kickoff (PO volume, active suppliers, active buyers) and track weekly to steady-state
• Coordinate across support, product, and engineering to unblock issues proactively
• Understand each customer’s procurement operation from the inside
• Redesign workflows, not just train on features
• Drive stakeholder alignment at multiple levels
• Conduct onsite visits to build trust, observe reality firsthand, and accelerate adoption
• Run data-driven Business Reviews with quantified ROI narratives
• Generate custom reports, run diagnostic workflows, and troubleshoot operational issues to root cause
• Monitor health signals and intervene before risk escalates
• Own renewals with structured intervention
• Identify expansion signals, build the business case, and bring in Sales at the right moment

• Design and ship automated workflows (n8n, LLMs, internal tooling) that eliminate manual work across CS.
• Own customer health scoring infrastructure — define inputs, build the pipeline, surface signal.
• Generate QBR materials and ROI reports at scale (Metabase + n8n + LLM pipelines).
• Turn observations across the customer base into business-impact recommendations: where to push expansion, where churn risk is building, which product gaps are blocking deployment.

Customer Success Manager

Innovation & Ops Analyst – Customer Success