Buyside Customer Success

Confidential

NEW YORK

Full Time

Expires On: 05/08/2026

Job Description

Job Description

Role: Buyside Customer Success

Location: Remote, Latin America

Reports to: Manager, Buyside

About Axial

Axial is the trusted online M&A sourcing platform for professional acquirers and sellers of privately held small businesses. We have built a pioneering digital transaction platform that radically improves the speed, confidentiality, and success by which small businesses hire M&A advisors, engage with potential acquirers, and achieve successful exits.

In 2025, over 12,500 lower middle market businesses pursued M&A via the Axial platform, leading to over 1,000,000 platform connections, 100,000+ signed NDAs, and hundreds of millions of dollars in successfully closed transactions ( -deals/).

What will you be doing?

The go-to-market (GTM) team is Axial's sales and customer success organization, focused on winning new business and growing our existing relationships across the "sell-side" (investment banks, M&A advisors, business brokers, and business owners) and "buy-side" (private equity, family offices, corporate development, independent private equity sponsors & search funds). The team comprises sales and customer success professionals responsible for their patch of prospective and/or existing accounts.

As a member of the customer success team, your primary responsibility is to execute the key tasks that support our buy-side members—this includes proactively engaging with inbound prospects and existing customers via phone and email, managing critical processes, and ensuring our systems remain accurate and up to date.

You will earn our members' trust and bolster Axial's reputation for excellence in customer support. Each interaction that members have with Axial should be held to the highest standards, resulting in positive resolutions and outcomes for our members. The Customer Success team is also responsible for proactive outreach to Axial members whose usage of the platform is waning or from whom we require additional information.

The path to individual outperformance in this role is unlocked by mastering the ins and outs of Axial's product and the talk tracks that let you effectively communicate our value proposition with members. You will be actively trained, developed, and coached in these areas.

Responsibilities :

  • Understand unique member investment goals and strategies to ensure they are effectively set up to see success on the platform.
  • Drive key KPIs around member engagement with the product, through phone and email interaction.
  • Deliver on a number of customer success responsibilities, including but not limited to:
    • Proactive member outreach to drive improved platform usage
    • 20+ connected calls a week; promptly responding to member inbound requests via email, launching email campaigns to improve Member's usage of the Axial platform
    • Reporting common product and service feedback to the appropriate internal teams
    • Salesforce admin processing associated with patch management
    • Help requests via phone and email
  • Attending and participating in regular internal meetings and contributing to internal projects and initiatives as they arise

Qualifications:

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