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Customer Success Manager

Level AccessWorldwideRemote

The Customer Success Manager will be responsible for driving product adoption and engagement, customer retention, and long-term value for their portfolio of customers. The CSM builds strong and positive relationships with customers, helps define a long-term accessibility roadmap, and clearly demonstrates the ongoing benefits of Level Access's software products and services. You have a passion for deploying solutions that delight customers, reinforce brand loyalty, and can scale within a rapidly growing business.

KPIs:


  • Gross Retention (dollars and logos)
  • Software Adoption and Engagement - Product Utilization
  • Customer Satisfaction (CSAT)/NPS
  • Accessibility Maturity – demonstrable progress over time for your customers in achieving their goals and milestones

  • What You’ll Do:


    Relationship Management:

    • 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

    Product Adoption:


    • 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

    Customer Advocacy:


    • 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.

    Qualifications:


    • 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.

    Nice to have:


    • 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.

    Application Process


    This is a full-time salaried position with a competitive benefits package, including bonus opportunities and unlimited vacation/FTO. Salary is commensurate with experience. Please submit your cover letter and resume for immediate consideration.Level Access is committed to workforce diversity. Equal Opportunity Employer. Copyright 2024, Level Access. All rights reserved.

    Life at Level Access

    Thrive Here & What We ValueCommitment to workforce diversity | Equal Opportunity Employer</s> | Results-focused and exhibit commitment to goals | Enthusiastic contributor to a great culture | Analytical thinker with the ability to digest complex information</s> | Level Access is committed to workforce diversity. | Equal Opportunity Employer.</s> | Remote work environment | Employee development | Commitment to workforce diversity and equal opportunity employer | Competitive benefits package including bonus opportunities and unlimited vacation/FTO | Salary commensurate with experience | Role offered as a remote role in India</s> | Small team of high impact developers</s> | Competitive benefits package, including bonus opportunities and unlimited vacation/FTO.</s> | Competitive benefits package based remotely</s> | 1. Level Access helps companies design and enhance their digital systems including web sites, web applications, software, hardware, and services - so they are usable by people with disabilities. | 2. In the same way that buildings must conform to the Americans with Disabilities Act (ADA), modern web sites and applications must be accessible to people with disabilities or face legal liability. | 3. Level Access allows organizations to address these risks and provide equal access through software, training, and consulting solutions. | 4. As a company we seek to both do well financially and create a world where all users have access to digital systems. | 5. Level Access is committed to workforce diversity. Equal Opportunity Employer.</s> | Provides opportunities for professional growth | Gives back to society | Makes money doing it</s> | 1. Provides opportunities for professional growth | 2. Gives back to society | 3. Allows employees to make money while doing it</s> | We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.</s> | 1. Level Access is committed to workforce diversity. | 2. Equal Opportunity Employer. | 3. Copyright 2024, Level Access. All rights reserved.</s> | Dynamic and fast-paced environment | Leading provider of IT Accessibility compliance product and services | Fast-paced entrepreneurial environment | Opportunity to work with some of the world's most innovative companies | Level Access helps companies design and enhance their IT systems - including web sites, web applications, software, hardware, and services - so they are usable by people with disabilities. | Level Access allows organizations to address these risks through software, training, and consulting solutions. This ensures that people with disabilities have equal access to, and use of, IT systems. | With over 1000 public and private sector customers, Level Access is the leader in the growing field of accessible IT solutions. | Level Access's flagship product offering, AMP (Accessibility Management Platform), is the industry’s first on-demand solution that integrates the business and technical aspects of complying with regulations such as Section 508, ADA, and WCAG.</s> | 3. Competitive benefits package, including bonus opportunities and unlimited vacation/FTO. | 4. Salary commensurate with experience.</s> | 1. Commitment to Workforce Diversity | 4. Salary commensurate with experience</s> | 2. Committed to workforce diversity | 3. Equal Opportunity Employer</s> | 1. Employee development | 2. Potential for more strategic responsibilities and high profile market assignments such as speaking and being a representative of Level Access in key industry groups.</s> | Role offered as a remote position in Mexico</s> | 1. Committed to workforce diversity | 3. Reasonable accommodation for individuals with disabilities</s> | Focus on making the web accessible and inclusive to all | Commitment to workforce diversity and equal opportunity employer</s> | Reasonable accommodation will be provided for individuals with disabilities</s> | 3. Reasonable accommodation provided for individuals with disabilities</s> | Provides opportunities for professional growth, giving back to society, and making money doing it | Committed to workforce diversity and equal opportunity employer</s> | In the same way that buildings must conform to the Americans with Disabilities Act (ADA) modern web sites and applications must be accessible to people with disabilities or face legal liability. | With over 1000 public and private sector customers Level Access is the leader in the growing field of accessible IT solutions. | The company provides opportunities for professional growth, giving back to society, and making money doing it.</s> | Values innovation, diversity, and driving positive impact
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