Customer Success Manager

Summary

Join Level Access as a Customer Success Manager and drive product adoption, engagement, and customer retention for your portfolio. You will build strong customer relationships, define accessibility roadmaps, and demonstrate the value of Level Access's software. Success will be measured by key performance indicators (KPIs) such as gross retention, software adoption, customer satisfaction, and accessibility maturity. This role requires strong relationship management skills, a deep understanding of customer needs, and the ability to collaborate effectively with internal and external stakeholders. The ideal candidate will have a proven track record in customer success or account management within a software or SaaS organization. Level Access offers a competitive benefits package, including bonus opportunities and unlimited vacation.

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 attitude with ability to prioritize focus across a large portfolio of large brands and customers
• Shown ability to build and maintain positive relationships with a diverse set of internal and external stakeholders ranging from technical resources to senior level executives
• Willingness to partner with peers in Sales and Account Management to retain and grow accounts
• Good understanding of value drivers in annual recurring revenue (ARR) and SaaS business models
• Experience with Microsoft Office 365 software suite, or equivalent collaboration software
• Experience with Gainsight, Salesforce, or other similar CRM systems to manage your customer portfolio

Responsibilities

• Intimately understand customer value drivers and their progress towards achieving their Accessibility goals
• Coordinate and lead Business Reviews with Customer stakeholders and other Level Access account team members
• Partner cross-functionally to support subscription renewals and mature opportunities for growth
• Collaborate with Account Managers to ensure customer renewal rates and retention meet or exceed targets
• Develop “trusted advisor” relationships with customer advocates and champions
• Work with customer leadership to develop playbooks for handling customer health and satisfaction
• Work with customers to drive product adoption and engagement that will result in a high level of customer satisfaction with the product. Drive continued value to customers every day with a strong focus on retention
• Partner with customers to understand their current and future business goals, challenges and translate that into product and process strategies within Level Access' core product offering
• Empower customers to connect their goals and challenges with solutions in the platform while increasing engagement and adoption
• Work across the customer’s business org to communicate the value of the platform solution to their team and executives
• Advocate on behalf of customers by working cross-functionally with strategic and technical colleagues to deliver on customer needs
• Champion strategies with customers and internal stakeholders to drive continued use of software and services products
• Establish adoption and engagement plans to measure success against targets - exposing customer expansion opportunities & churn risks
• Work with the Onboarding, Enterprise Support, Accessibility Services, and Product teams to resolve issues that are barriers to adoption and engagement
• Provide answers to advanced product questions and regularly contribute to product improvement efforts
• Recommend training plan considering numerous customer needs and feedback. Provide training or engage other resources as needed
• Pre-emptively spot patterns to improve the organizational usage, engagement, and adoption of the Platform
• Engage with Level Access' product & engineering teams to translate customer feedback into product requirements for future roadmap releases
• Act as the voice of the customer within Level Access engaging leadership to drive long term improvements
• Proactively monitor the progress of customer engagements to ensure accessibility goals and milestones are on track and aligned with customer needs
• Act as the main point of contact for issues, when necessary, informing team of stakeholders
• Provide guidance and recommendations to clients in order to increase accessibility program maturity, process change, business transformation, and culture change to ensure adoption and retention

Preferred Qualifications

• Knowledge of regulations related to digital accessibility (e.g. Section 508, ADA)
• Knowledge of WCAG 2.1 AA requirements
• Experience with design and development accessibility best practices
• Experience with web-based technologies including HTML, CSS, JavaScript, and PDF
• Familiarity with software development lifecycle, systems integration processes, and electronic document creation and publishing processes
• Experience working with assistive technologies and work in digital accessibility

Benefits

• Competitive benefits package
• Bonus opportunities
• Unlimited vacation/FTO