Customer Success Manager, Enterprise & Mid-Market

Customer Success Manager, Enterprise & Mid-Market

1 big thing: Axios HQ is an end-to-end communications software that helps organizations of all sizes source, write, send, and analyze essential communications that boost trust, transparency, and alignment. All with Smart Brevity.

• $20M Series A co-led by Glade Brook and Greycroft

• No. 3 on Glassdoor’s Best Places to Work 2024

• G2 Customer Reviews

• Customer Case Studies

Why it matters

The Customer Success Manager, Enterprise & Mid-Market owns the full customer lifecycle — from onboarding and implementation through ongoing enablement, expansion, and retention. This role sits at the intersection of client experience and commercial outcomes: you will be a trusted advisor to your book of business, a proactive steward of revenue health, and a connector across Axios HQ’s Support, Solutions, and Product teams. You will partner closely with dedicated Account Managers to ensure commercial goals are met, while delivering the kind of value-focused experience that makes customers want to grow with us.

Go deeper: What you’ll own

Customer Onboarding & Implementation

• Lead a seamless handoff from sales and drive structured onboarding for Enterprise and Mid-Market accounts, ensuring customers are set up for early and lasting success.

• Build and execute tailored mutual success plans aligned to each customer’s communications strategy, business goals, and key use cases.

• Define clear success milestones and hold yourself and customers accountable to them.

Customer Retention & Expansion

• Co-own retention outcomes, alongside the Account Manager, across a mixed Mid-Market and Enterprise book of business, maintaining a clear view of account health, renewal risk, and revenue retention performance.

• Proactively identify at-risk accounts, surface early warning signals, and lead mitigation strategies to preserve customer value and drive successful renewals.

• Partner closely with Account Managers to identify expansion opportunities, uncover new use cases, and support upsell and cross-sell motions that drive account growth.

• Serve as a strategic advisor to customers, driving adoption, engagement, and measurable outcomes that strengthen long-term retention and create a foundation for expansion.

• Consistently perform against individual and team KPIs spanning onboarding, adoption, customer health, gross and net revenue retention, and expansion performance.

Product Enablement & Training

• Prescribe and deliver product enablement tailored to each account’s maturity level, driving adoption of key features and functionality that map to customer outcomes

• Design and lead group training sessions as needed and best practice workshops for customers, from end users to executive sponsors

• Serve as the go-to expert on how customers can maximize the value of Axios HQ’s platform

Cross-Functional Bridge

• Act as the primary connector between customers and Axios HQ’s internal teams — Support, Solutions, and Product — triaging issues and ensuring fast, coordinated resolution

• Advocate for customer needs in product conversations, surfacing feedback and feature requests that inform Axios HQ’s roadmap

• Maintain accurate, up-to-date records in ChurnZero and HubSpot CRM so internal stakeholders always have full visibility into account health and activity

The details: What we’re looking for

Ideal candidates will embody an entrepreneurial spirit and genuine passion for Axios HQ’s mission and values — raise the bar, stay curious, be inclusive always, and champion each other — and bring the following skills and experience:

• 4+ years in a Customer Success Manager role, ideally in SaaS, with demonstrated experience managing Mid Market and/or Enterprise accounts in a startup environment

• Growth & revenue-minded: Proven track record against retention, expansion, adoption, and onboarding KPIs; understands that customer success and commercial success are the same thing

• Proactive risk manager: Doesn’t wait for churn signals to act; consistently monitors account health and moves fast when something is off

• Consultative and prescriptive: Earns customer trust through expertise, challenges customers to use the product to its full potential, and delivers recommendations with confidence

• Skilled trainer and facilitator: Comfortable leading group sessions, best practice workshops, and executive-level conversations with equal ease

• Hyper-collaborative: Works fluidly across Support, Solutions, Product, and Sales; over-communicates and keeps everyone aligned

• Organized and efficient: Manages complexity across a diverse book of business and keeps HubSpot CRM and other systems current without being asked

• Growth-oriented: Thrives in a fast-moving environment, seeks feedback, and continuously raises their own bar

The logistics: What we’ll provide

Axios HQ believes in fair and equitable pay. Annual on-target earnings (OTE) for this role are in the range of $125,000 - $145,000 and are dependent on numerous factors, including but not limited to location, work experience, and skills.

• Health insurance (options include 100% paid for individuals, 75% for families)

• Fertility and family planning coverage

• Primary caregiver 12-week paid parental leave

• 401K, plus company match

• Tele-mental health services

• Generous vacation policy, plus company holidays

• Monthly work-from-home stipend

• Company equity

• A commitment to an open, inclusive, and diverse work culture

• Annual learning and development stipend

Equal Opportunity Employer Statement

Axios HQ is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, age, gender identity, gender expression, veteran status, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Axios HQ makes hiring decisions based solely on qualifications, merit, and business needs at the time.