Customer Success Director

Axonify is the frontline enablement solution that's science-backed and proven to maximize the potential of workforces. Our vision is to reinvent the frontline experience, and we thrive giving them what they need to learn, connect, and get things done.

Our SaaS platform is enjoyable, engaging, and easy to use, with an unprecedented 83% engagement rate. If you're looking for a meaningful product and a great company culture, let's talk!

Axonify is the frontline enablement solution that's science-backed and proven to maximize the potential of workforces. Our vision is to reinvent the frontline experience, and we thrive in giving them what they need to learn, connect, and get things done.

Our SaaS platform is fun, engaging, and simple to use, and we have an unprecedented 83% engagement rate. If a meaningful product and a great company culture speak to you, let's chat!

Ready to be a game-changer for our customers? As our Customer Success Director ("CSD"), you'll build powerful executive alliances and go beyond platform adoption to strategically align Axonify with your customers' key business imperatives, ensuring they realize maximum, measurable value.

The CSD is responsible for managing 5-10 strategic customer relationships and will work across the Axonify team to equip customers with common best practices for developing an effective content strategy and maximizing the adoption of the current and future capabilities of the platform. The CSD will work to ensure that as their customers' (and Axonify's) business evolves, they build and execute action plans alongside their accounts to ensure each customer is reaching their desired outcomes. By maintaining relationships with strategic customers, the CSD effectively navigates all levels of the customer organization to maintain alignment and drive objectives forward. The Customer Success Director confidently builds a value story and establishes new, broad relationships across the customer base to ensure long-term success and retention.

The impact you'll have:

• Develop a customer strategy and assume responsibility for a revenue target for 5-10 customers
• Cultivate and maintain relationships from executive level (CHRO, VP Operations) through tactical learning and mid-management line of business roles
• Enhance the value of the partnership across all levels of the customer organization to ensure each customer renews
• Identify opportunities to use new capabilities in the platform and/or sell services to drive additional revenue in collaboration with the Account Management Team
• Delight and exceed customer expectations and make every customer referenceable
• 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
• Prepare and conduct quarterly business reviews
• Conduct business value analyses to identify areas where the use of Axonify is adding value to the customer organization
• Assist customers in the adoption of new Axonify capabilities and collect feedback to align customer needs with Axonify's agenda for innovation
• Manage/mitigate risk within customer accounts by confirming value and building relationships across the customer organization
• Ensure all customers are executing their program and growing against Axonify's customer maturity model
• Ultimately, drive the realization of value for every customer by executing on plans for success and building strategies that solve customer problems
• Partner with other areas of the business (internally), such as:
• Marketing and sales to share customer stories to drive pipeline for new business and aiding in growth of existing customer base
• Product strategy to 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 value-added services
• 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
• And of course, other duties to support Axonify and further build your skills

The things you bring:

• 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 create and maintain senior-level relationships and engage new contacts at all levels of the organization
• 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
• 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
• Live and work in alignment with Axonify's core values - Bold, Empathetic, Empowering and Innovative!

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. Let's chat more about our flexible working arrangement!

You will be provided with the tools, resources and support to ensure your success.

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.

Our Perks

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.