Customer Success Manager, Scaled Accounts
Axios HQ
CSM, Scaled Accounts
1 big thing: Axios HQ makes internal comms work. Its mix of communication software, hands-on editorial services, comms leader community, and best practice resource center is built on years of data and research from newsrooms and universities. We help organizations around the world use it — and communicate more effectively with it — to boost staff transparency, engagement, and trust.
Why it matters: The Customer Success Manager, Scaled Accounts will be responsible for supporting adoption with HQ customers & renewing annual contracts, with a focus on using digital tools & automation. This is a new role at Axios HQ and is an opportunity to shape the strategy and direction for this customer segment.
Go deeper: Ideal candidates will embody a mindset of accountability, proactivity, and ownership over their book of business in a hyper-growth startup environment:
- Manage a Large Portfolio of Customers: Fully own the strategy and management of this important segment of customers. Success is measured by continued adoption and customer retention.
- Execute Scalable Engagement Strategies: Design and implement programs that reach many customers simultaneously through digital channels. Examples include automated email campaigns, nurture sequences, webinars and online training sessions
- Drive Renewals and Identify Growth Opportunities: Ensure renewals within the scaled segment and identify opportunities for upsells of training, messaging bundles, product packages, or movement to supported SMB.
- Monitor Customer Health and Identify Risks: Utilize data and technology to track customer engagement, identify potential churn risks, and proactively intervene through scalable methods.
- Analyze Data and Identify Trends: Use customer data (usage, engagement, feedback) to understand patterns and inform the development of more effective scaled strategies.
The details: Ideal candidates will embody an entrepreneurial spirit and passion for Axios HQ’s mission and values - raise the bar, stay curious, be inclusive, always, and champion each other - and have the following skills/experience:
- Experience in a Digital or Scaled Customer Success Manager role, within the Software as a Service (SaaS) or AI industry preferably, and ideally in a startup environment .Goal Oriented - Proven track record hitting and exceeding onboarding, usage, adoption, and customer success quotas and KPIs
- Hyper-collaborative - Works well with others, over-communicates, and enjoys collaborating with other stakeholders internally to effectively deliver on a customer success plan
- Organized and Efficient - Manages multiple use cases per customer and stays organized within our Hubspot CRM and other systems to ensure stakeholders have visibility into their work
- Accountable and Proactive - Has a proactive mindset with strong follow-through on tasks, projects, and customer needs
- Proficiency with Customer Success Technology: Proficiency with CRM systems (e.g., Hubspot), customer success platforms (e.g., Gainsight, ChurnZero), and marketing automation tools.
Don’t forget:
- Axios HQ believes in fair and equitable pay. On target earning for this role is in the range of $90,000-$110,000/year and is dependent on numerous factors, including but not limited to location, work experience, and skill
- This is a hybrid position out of our Arlington, VA location - 2x days per week in office
- Health insurance
- Primary caregiver 12-week paid leave
- 401K + match
- Generous vacation policy, plus company holidays
- Company equity
- A commitment to an open, inclusive, and diverse work culture
- Annual learning and development stipend
- Monthly work-from-home stipend
- Tele-mental health services
- Virtual company-sponsored social events
Equal Opportunity Employer Statement:
Axios HQ is an equal opportunity employer that is 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.