Sr. Customer Success Manager

About Axoniq

We’re on a mission to empower developers to build scalable, event-driven systems that adapt to change. You’ll join a distributed, collaborative team that values autonomy, craftsmanship, and shared learning.

Our company values express our strong collective and individual commitment, and provide practical guidance to our workforce, our suppliers, and business partners in how we conduct business worldwide. Our values are based on the following principles:

Taking full accountability for your actions, decisions, and their outcomes.

Acting with honesty and ethical principles in all interactions, while maintaining open and clear communication.

Focusing efforts on outcomes that create genuine value and impact. Delivering quickly, learning and iterating accordingly.

Maintaining high standards in all work and continuously striving for improvement.

We are seeking an experienced and driven Senior Customer Success Manager to join our growing team. This role is perfect for someone with a strong background in technology or startups who thrives in fast-paced, scrappy environments, excels at building customer relationships, and has a proven track record of implementing scalable processes and procedures. You will serve as a trusted advisor to clients, ensuring they derive maximum value from our solutions, while driving retention, growth, and long‑term satisfaction.

• Serve as the primary point of contact for assigned customers, ensuring their success and satisfaction with our products and services
• Build strong, long‑term relationships with decision‑makers and stakeholders across customer organizations
• Partner with customers to understand their business objectives and align product usage to meet those goals
• Proactively identify opportunities for customers to expand adoption of our solutions and drive value

• Develop, document, and implement scalable processes, playbooks, and best practices to strengthen customer success operations
• Establish metrics and reporting to track customer health, usage, and outcomes
• Partner cross‑functionally with Sales, Product, and Operations to improve onboarding, implementation, and long‑term customer experience
• Continuously identify opportunities for process improvement and operational efficiency within the Customer Success function

• Drive customer retention by delivering exceptional experiences and outcomes
• Identify expansion opportunities in partnership with Sales and ensure seamless renewals
• Monitor and act on customer health scores and feedback to mitigate churn risk
• Lead quarterly business reviews (QBRs) with key accounts to showcase value and drive strategic alignment
• Collaborate with leadership to shape the long‑term vision and strategy of the Customer Success team
• Provide feedback to Product and Engineering teams based on customer insights to influence roadmap and prioritization

• Bachelor’s degree in Business, Communications, or a related field
• 5–7 years of experience in Customer Success, Account Management, or related roles, preferably in technology or startups
• Proven success building and implementing scalable processes and procedures within Customer Success or similar functions
• Strong understanding of SaaS business models and customer lifecycle management
• Excellent communication, relationship‑building, and presentation skills
• Experience working with CRM and Customer Success platforms (Salesforce, Hub Spot, or similar)
• Demonstrated ability to analyze data, generate insights, and create action plans that drive results
• Must be based in Texas (Austin preferred) and able to work collaboratively with both remote and local teams, both within the US and globally

• Experience in high‑growth startups or technology companies
• Familiarity with project management and implementation methodologies
• Comfort working in dynamic, fast‑changing environments and wearing multiple hats

• Opportunity to work with a growing, innovative company
• Comprehensive training and ongoing professional development
• Collaborative and supportive team environment
• Clear career advancement opportunities
• Recognition programs
• Access to cutting‑edge tools and technology