Customer Success Manager
Toronto & Waterloo
Customer Success & Experience – Customer Success /
Full Time /
Hybrid
Axonify is the leading learning and enablement platform, redefining frontline performance and empowering companies to achieve unmatched customer experience (CX), higher sales, improved workplace safety, and lower turnover.
We are an AI-first solution, deeply committed to leveraging technology to solve real-world challenges for frontline teams. Our platform transforms slow, inconsistent, or unscalable work processes by integrating thoughtful AI, brain science, and personalized development. This approach ensures genuine impact, helping over 4 million people in 160+ countries unlock their full potential and achieve next-level performance. Our industry-leading 83% engagement rate demonstrates the power of our SaaS platform, which is built on a robust, future-ready AI foundation emphasizing crystal-clear data, continuous growth, and rigorous quality.
If you thrive on turning challenges into opportunities, believe in the collective power of "we," aren't afraid to innovate with a "Let's try this" attitude, and are ready to help us lead the charge in AI-driven enablement, we want to talk to you. Let's change the game together!
As a Customer Success Manager, you'll be the primary point of contact and a trusted advisor for a portfolio of 20-40 Axonify customers. You'll go beyond simply managing accounts; you'll be a strategic partner, working directly with customer leadership to understand their unique goals and help them unlock the full potential of our platform. Your focus will be on ensuring long-term success, driving customer value, and nurturing relationships that lead to renewals and growth. If you're passionate about helping businesses thrive and are skilled at cultivating meaningful partnerships, this is an exciting opportunity to make a real impact.
You'll be at the heart of our Customer Success team, collaborating closely with an internal account team that includes sales, product, and implementation specialists. Together, you'll co-create and execute strategies that empower customers to achieve their objectives and maximize their use of the Axonify platform. This is a dynamic role where you'll not only act as a strategic advisor but also a proactive problem-solver, ensuring our customers are equipped with the best practices and support they need to succeed as their business—and ours—evolves. Join us and help shape the future of our customer relationships.
The impact you'll have:
- Develop a customer strategy and assume responsibility for a revenue target for 20-40 customers
- Cultivate and maintain relationships from executive level (VP and Director-Level) through mid-management and tactical line of business roles
- Execute the Customer Success Process work with the various customers to ensure they are achieving their desired outcome, articulate clear business value, and ensure that each customer becomes a valued member of the Axonify community.
- Execute activities included in the Customer Success Process, including:
- Facilitate value conversations with customers, to clearly understand their goals and how success will be achieved
- Conduct account analysis and create customer strategies along with the subject matter experts within Axonify
- Craft and negotiate renewal and uplift proposals
- Accurately forecast renewal and expansion revenue
- Assist in new customer launch activities and reporting
- Assist customers in the adoption of new Axonify capabilities and collect feedback to align customer needs with
- Axonify’s agenda for innovation
- Prepare and conduct quarterly business reviews & business value analyses to identify areas where the use of
- Axonify is adding value to the customer organization
- Manage/mitigate risk within customer accounts by creating value and leveraging the internal teams within
- Axonify to address specific needs
- Ensure all customers are executing their program and growing against Axonify’s customer maturity model
- Partner with other areas of the business (internally), such as:
- Marketing and Client Sales to share customer stories to drive pipeline for new business and aiding in growth of existing customer base
- Product Development - inform product/development teams of customer needs and suggestions to align future innovation with customer strategy
- Finance and administration to prepare and execute customer order forms for services, renewals, and customer up-sells
- Professional services to aid in the execution of learning strategies and the development of additional content to drive a desired business outcome
- Customer support to ensure technical issues are resolved in a timely manner
- Identify opportunities to improve Customer Success program, sharing best practices and lessons learned with the team in order to create a world-class program for Axonify and our customers
- Other duties as required.
The things you bring:
- 3-5 years in customer ownership roles (customer success, consulting, sales, account management)University degree (background in a business or related program is preferred)
- Ability to define and meet deadlines, work under pressure and build/maintain productive customer relationships
- Ability to educate and reframe customer thinking, via a mix of data and wider insights, to ensure a win/win outcome
- Experience in drafting and negotiating proposals and supporting business cases for investment
- Ability to create senior level relationships and engage new contacts at all levels of the organization
- Ability to demonstrate leadership and coordinate efforts across different functional areas of the business to support customer initiatives and drive growth
- Self-starter the ability to prioritize activities and ensure key objectives and renewal targets are met
- Comfortable working remotely and in different time zones to other team members
- Commitment to continuous improvement, self-development, and life-long-learning
- Approach work in alignment with Axonify’s core values – Empathetic, Bold, Innovative & Empowering.
It's ok if your experience doesn't check every box! If you check off more than a few - great! We’d welcome a chance to get to know what you can bring, how you can add to our culture, and hear your unique story.
Work location:
At Axonify, we embrace a hybrid-flexible work environment that allows you to choose the best location to support your day the majority of the week. Whether that location is your home office or one of our Axonify offices, located in Waterloo and Toronto, Ontario, you choose.
Wednesdays hold a special place in our calendar as Axonifers, in a commutable distance, gather together in one of our offices for “Work from Work Wednesdays." These face-to-face interactions energize our week with meaningful connection and foster collaboration and innovation.
If your location falls outside a commutable distance to Waterloo or Toronto, Ontario, you will have the flexibility to work remotely.
No matter where you are, you will be provided with the tools, resources and support to ensure your success. Let’s chat more about our flexible working arrangement!
The things you’ll enjoy:
An impactful product that gives back to the communities and frontline workers that support our everyday lives.
People with great attitudes that lead to great results through our values: Empathetic, Bold, Innovative and Empowering.
A diverse team that celebrates unique perspectives and experiences that add richness to our culture.
Leaders that trust deeply who leverage our skills, adapt to us as individuals and encourage us to be our best selves.
Ready to join the team? Here’s what’s next.
Apply. Our Talent Acquisition team is committed to providing an outstanding experience throughout your journey with us. Learn more about Axonify by visiting us at www.axonify.com/careers
We believe our team’s unique life experiences, backgrounds, cultures, beliefs and abilities add richness to our culture and depth to our ideas. Our ongoing commitment to diversity and inclusion creates an environment that supports, empowers and delivers a sense of belonging for all members of the team.
We want to remove barriers that may limit you from joining Axonify. Email us at accessibility@axonify.com to let us know how we can provide you with reasonable accommodations through our candidate journey.
