Manager of Customer Success

Job Description - Manager of Customer Success

Reports To: Director of Customer Success

Department: Customer Success
Location: Remote

Position Type: Full-Time

Position Summary

AxisCare is a dynamic and innovative home care software company dedicated to delivering exceptional solutions and services to our clients. We pride ourselves on fostering a people-first culture rooted in excellence, empathy, and a growth mindset. As we continue to scale, we are seeking a collaborative and results-driven Manager of Customer Success to help elevate our customer success organization and support our growing customer base. 
 

The Manager of Customer Success plays a critical leadership role in supporting the execution of our customer success strategy. Reporting to the Director of Customer Success, this role operates as a player-coach, balancing leading a team with direct ownership of a strategic book of business. 
 
 

This individual will manage their own portfolio of customers while also serving as an escalation point and mentor for the broader Customer Success team. The ideal candidate thrives in a fast-paced SaaS environment, enjoys developing people, and excels at driving outcomes through both strategy and hands-on execution.

Key Responsibilities

Team Leadership & Enablement
 

• Support the Director of Customer Success in managing, coaching, and developing Customer Success Managers (CSMs).
  
• Serve as a primary escalation point for team members, assisting with complex customer challenges, at-risk accounts, and executive-level concerns.
  
• Provide day-to-day guidance, mentorship, and best-practice reinforcement to ensure consistency and quality across customer engagements.
  
• Assist with onboarding, training, and ongoing enablement of Customer Success team members.
  
• Help drive performance management, goal-setting, and accountability across the team.
   

Customer Strategy & Execution
 

• Manage and grow a defined book of business, maintaining direct responsibility for customer health, retention, and expansion.
  
• Build and maintain strong relationships with customer stakeholders, including executive decision-makers within assigned accounts.
  
• Partner with the Director to execute customer success strategies focused on retention, expansion, loyalty, and advocacy.
  
• Proactively identify risks and growth opportunities within assigned accounts and across the broader customer portfolio.
  
• Review customer feedback, trends, and feature requests, and collaborate with Product to help inform prioritization.
   

Operational Excellence & Insights
 

• Analyze customer health, engagement, retention, and revenue metrics to identify risks and growth opportunities. Help team deliver QBRs
  
• Help refine customer success processes, playbooks, and best practices to drive scalability and consistency.
  
• Prepare reports, insights, and updates on customer success performance for leadership and cross-functional partners and measuring against KPIs.
  
• Share team wins, learnings, and challenges with internal stakeholders to promote alignment and transparency.
   

Cross-Functional Collaboration
 

• Collaborate closely with Sales, Marketing, Product, Support, and Implementation teams to ensure a seamless customer journey
  
• Assist in aligning customer success initiatives with company-wide goals and priorities.
   

What We're Looking For (Minimum Qualifications)

• Bachelor’s degree or equivalent experience in business, marketing, or a related field.
  
• 2+ years of experience in Customer Success, Account Management, or a related SaaS role.
  
• 3+ years of experience in a people leadership role.
  
• Demonstrated success managing an enterprise customer book of business with measurable retention and growth outcomes.
  
• Strong communication, presentation, and interpersonal skills with the ability to engage stakeholders at all levels.
  
• Excellent analytical and problem-solving skills; comfort working with data to inform decisions.
  
• Experience working cross-functionally in a fast-paced, growth-oriented environment.
  
• Strategic mindset paired with a hands-on, execution-focused approach.
   

Working Conditions 

• Manual dexterity required to use desktop computer and peripherals.
• Utilization of software and email to perform job functions.

Compensation and Benefits  

• Competitive salary and comprehensive benefits package.
• Medical insurance premiums are covered in full for the employee (Medical, Dental and Vision)  
• 401K with competitive company matching.
• Personal time off, sick leave, and holidays.
• Company will provide laptop and other needed computer equipment. 

About AxisCare
According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.
 
AxisCare was started in 2011 by industry leaders to help meet the demand for a more userfriendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 7 other countries. We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment.