Sr. Customer Success Manager

About Axuall

Built with leading healthcare systems, Axuall is a clinical workforce intelligence company built on top of a national real-time practitioner data network. It enables healthcare systems, staffing firms, telehealth organizations, and health plans to accelerate clinician onboarding, improve hiring and workforce planning, and maintain accurate provider data across enterprise systems. By delivering trusted data, AI-powered insights, and seamless data exchange, Axuall empowers healthcare organizations to improve operational efficiency, strengthen clinical coverage, and support revenue capture.

Axuall's investors and the organizations they represent comprise over two dozen of the nation's leading healthcare organizations that recognize the imperative to improve clinical workforce efficiency amid significant economic and staffing challenges.

Axuall is building a formal Customer Success function, and this role is foundational to that effort. The Senior Customer Success Manager (Sr. CSM) will partner directly with the SVP of Customer Experience to design, stand up, and operationalize Axuall's customer success program from the ground up — establishing the playbooks, engagement model, and success metrics — while also owning a portfolio of accounts and driving adoption, satisfaction, and retention across the full Axuall platform.

This is a build-and-run role: part program architect, part practitioner. The Sr. CSM will work cross-functionally with Account Management, Client Services, and Implementation to ensure a seamless, connected customer journey across all Axuall solutions (Confirm, Explore, and Sync). An important distinction: renewal and expansion ownership sits with Account Management, while this role fuels those outcomes through adoption and value realization.

• Reports directly to the SVP, Customer Experience.
• Partners closely with Strategic Account Managers (SAMs), Client Services/Implementation teams, Product, and Solutions/Support to deliver a unified customer experience.

• Co-design Axuall's Customer Success strategy, engagement model, and lifecycle framework alongside the SVP of Customer Experience.
• Build foundational playbooks, processes, and tools for proactive customer success, including onboarding-to-adoption handoffs, health scoring, Q  cadence, and escalation paths.
• Better define and optimize current success metrics and reporting (adoption, product usage, health scores, NPS/CSAT) in partnership with CX leadership.
• Identify and close structural gaps in the current customer journey, particularly proactive adoption ownership.

• Own a portfolio of customer relationships post-implementation, driving solution adoption and utilization and alleviating pain points across the full Axuall platform (Confirm, Explore, and Sync).
• Serve as the customer's trusted advisor on how to get maximum value from Axuall's solutions, aligning products to each customer's strategic priorities and workforce data goals.
• Lead regular operational reviews and health check-ins; proactively flag risk and drive mitigation plans.
• Develop in-depth knowledge of customer needs, trends, and the competitive landscape to inform account strategy.
• Surface adoption trends, usage data, and the value narrative to the SAM to support their ownership of renewal and expansion conversations, inclusive of mutual success plans and account specific strategy.

• Work hand-in-hand with Client Services and Implementation teams to ensure smooth transitions from onboarding into steady-state success.
• Partner with SAMs to align on account strategy and risk, with clear handoff points between adoption (CSM) and commercial ownership (SAM).
• Provide consistent feedback to Product and Engineering to help launch new features successfully and share insight into what customers want and need.
• Represent the voice of the customer in internal planning and cross-functional forums.

• 5+ years in Customer Success or Account Management in healthcare tech, preferably a SaaS-based product environment.
• Demonstrated experience…