Customer Success Manager

Level Access | "Competitive" comp not given

Steph's Notes:

This job description (JD) is 2-3 times longer than the Director of Customer Success JD, despite the role supposedly being much less senior. It's just weird.

Roundup Issue

Original Job Description: 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:

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 3 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.

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