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Axuall is a clinical workforce intelligence company that enables healthcare systems, staffing firms, telehealth organizations, and health plans to accelerate clinician onboarding, improve hiring and workforce planning, and maintain accurate provider data. The company operates a national real-time practitioner data network and delivers trusted data, AI-powered insights, and seamless data exchange to healthcare organizations.
Axuall is building a formal Customer Success function from the ground up, and this Senior Customer Success Manager role is foundational to that effort. This is a build-and-run position—part program architect, part practitioner. You will partner directly with the SVP of Customer Experience to design, establish, and operationalize Axuall's customer success program, including playbooks, engagement models, and success metrics. Simultaneously, you will own a portfolio of customer accounts and drive adoption, satisfaction, and retention across Axuall's full platform (Confirm, Explore, and Sync).
Key responsibilities include co-designing the Customer Success strategy and lifecycle framework; building foundational playbooks, processes, and tools for proactive customer success (onboarding-to-adoption handoffs, health scoring, QBR cadence, escalation paths); optimizing success metrics and reporting (adoption, usage, health scores, NPS/CSAT); and identifying structural gaps in the customer journey. You will own a portfolio of customer relationships post-implementation, driving solution adoption and serving as a trusted advisor on maximizing value from Axuall's solutions. You will lead operational reviews and health check-ins, proactively flag risk, and develop in-depth knowledge of customer needs and competitive landscape.
Cross-functional collaboration is essential. You will work closely with Client Services, Implementation, Strategic Account Managers (SAMs), Product, and Solutions/Support teams to ensure a seamless, connected customer journey. An important distinction: renewal and expansion ownership sits with Account Management, while this role fuels those outcomes through adoption and value realization. You will surface adoption trends, usage data, and value narratives to SAMs to support renewal and expansion conversations, and represent the voice of the customer in internal planning.
You bring 5+ years in Customer Success or Account Management in healthcare tech, preferably in a SaaS environment. You have demonstrated experience building or significantly maturing a Customer Success function, with concrete examples of playbooks, processes, or programs you've created. You possess excellent client service skills and the ability to connect with healthcare professionals across various roles (physicians, departmental leadership, executives). You are highly organized, systematic, and detail-oriented, with strong administrative skills and the ability to manage business processes in complex environments. You are comfortable operating with ambiguity and can define structure and process where none exists. You have a strong understanding of the healthcare client ecosystem and decision-making dynamics.
