Customer Success Manager

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:

1. Gross Retention (dollars and logos)
2. Software Adoption and Engagement – Product Utilization
3. Customer Satisfaction (CSAT)/NPS
4. 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.