Role: Buyside Customer Success

Report to: Manager, Buyside

Location: LatAm Remote

Job Description:

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 (https://www.axial.net/closed-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:

• 5-10 years of professional experience
• 2+ years of credible and demonstrated experience in a quota carrying role within B2B sales/account management/customer success
• Prior exposure and GTM experience in or around investment banking or private equity is a strong plus
• Exceptionally strong written and oral communication skills
• Referenceable history of achieving increasing levels of excellence in personal or professional settings
• Highly responsive and organized
• Tech savvy, detail-oriented, and flexible
• Positive and professional work attitude

Working at Axial:

Axial GTM employees work Eastern Time (NYC) hours and work both from the office and from home. The GTM team is based in New York (HQ), Texas, Florida, and Latin America and those in NYC work in the office three days a week. This role is a fully remote position.

When working from home, every team member must have reliable high-speed internet connectivity. We have a comfortable and fully functional office in Manhattan on 30th and Park. Employees based outside of New York travel to New York during the year for company-wide in-office work weeks (3 - 4 times a year).

Axial Values:

• Expect and Deliver Excellence - you do high-quality work consistently, and you expect it from your colleagues as well.
• Be an Owner - you have the personal maturity and accountability to take ownership for your work, to operate with transparency, and to focus on delivering results.
• Obsess over Member Trust - you work in a way that helps Axial consistently earn, grow and keep member trust.
• Communication Matters - you deliberately focus on being an excellent communicator and collaborator with your teammates and with members.
• Invent and Simplify - you are creative and curious, always looking for better ways to materially improve the quality and scalability of the member experience.