Customer Success Manager

1 hour, 33 minutes ago
Full-time
Senior
Customer and Technical Support
Level Access

Level Access

Level Access provides a comprehensive digital accessibility platform, automated scans, and expert-led services to help organizations achieve and maintain accessibility compliance. With a focus on IT systems, Level Access has been a leader in the access...

Internet Software & Services
251-1K
Founded 1997
$72M raised

Description

  • Build strong customer relationships and act as a trusted advisor to key stakeholders and champions.
  • Drive product adoption, engagement, and retention across a portfolio of customers.
  • Coordinate and lead business reviews with customer stakeholders and internal account team members.
  • Partner cross-functionally to support renewals, expansion opportunities, and customer health management.
  • Work with customers to define long-term accessibility roadmaps, goals, and success milestones.
  • Collaborate with Account Managers to meet or exceed renewal and retention targets.
  • Advocate for customer needs internally by working with strategic and technical teams to resolve issues and improve outcomes.
  • Establish adoption and engagement plans, monitor progress, and identify churn risks or expansion opportunities.
  • Provide training, guidance, and recommendations to improve product usage and accessibility program maturity.
  • Translate customer feedback into product requirements and support future roadmap improvements.

Requirements

  • Minimum 5 years of experience in a Customer Success Manager or Account Manager role in a software or SaaS organization.
  • Metrics-driven, analytical, and process-oriented approach with the ability to prioritize across a large portfolio of customers.
  • Demonstrated ability to build and maintain positive relationships with internal and external stakeholders, including technical teams and senior executives.
  • Willingness to partner with Sales and Account Management peers to retain and grow accounts.
  • Strong understanding of annual recurring revenue (ARR) and SaaS business models.
  • Experience with Microsoft Office 365 or equivalent collaboration software.
  • Experience with Gainsight, Salesforce, or similar CRM systems.
  • Knowledge of digital accessibility regulations such as Section 508 and ADA (preferred).
  • Knowledge of WCAG 2.1 AA requirements (preferred).
  • Experience with web technologies such as HTML, CSS, JavaScript, and PDF, plus assistive technologies and accessibility best practices (preferred).

Benefits

  • Full-time, salaried position.
  • Competitive benefits package.
  • Bonus opportunities.
  • Generous paid time off.
  • Paid holidays.
  • Programs supporting employee well-being.
  • Work-life balance support.
  • Reasonable accommodations during the hiring process.

Interested in this position?

Apply directly on the company website

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