Level Access
Customer Success Manager
Level Access, Arlington, Virginia, United States, 22201
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 UtilizationCustomer Satisfaction (CSAT)/NPSAccessibility Maturity – demonstrable progress over time for your customers in achieving their goals and milestonesWhat You'll Do:
Relationship Management:
Intimately understand customer value drivers and their progress towards achieving their Accessibility goalsCoordinate and lead Business Reviews with Customer stakeholders and other Level Access account team membersPartner cross-functionally to support subscription renewals and mature opportunities for growthCollaborate with Account Managers to ensure customer renewal rates and retention meet or exceed targetsDevelop "trusted advisor" relationships with customer advocates and championsWork with customer leadership to develop playbooks for handling customer health and satisfactionWork 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 retentionPartner with customers to understand their current and future business goals, challenges and translate that into product and process strategies within Level Access' core product offeringEmpower customers to connect their goals and challenges with solutions in the platform while increasing engagement and adoptionWork across the customer's business org to communicate the value of the platform solution to their team and executivesAdvocate on behalf of customers by working cross-functionally with strategic and technical colleagues to deliver on customer needsProduct Adoption:
Champion strategies with customers and internal stakeholders to drive continued use of software and services productsEstablish adoption and engagement plans to measure success against targets - exposing customer expansion opportunities & churn risksWork 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 effortsRecommend training plan considering numerous customer needs and feedback. Provide training or engage other resources as neededPre-emptively spot patterns to improve the organizational usage, engagement, and adoption of the PlatformEngage with Level Access' product & engineering teams to translate customer feedback into product requirements for future roadmap releasesCustomer Advocacy:
Act as the voice of the customer within Level Access engaging leadership to drive long term improvementsProactively monitor the progress of customer engagements to ensure accessibility goals and milestones are on track and aligned with customer needsAct as the main point of contact for issues, when necessary, informing team of stakeholdersProvide 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 organizationMetrics driven, analytical, and process-oriented attitude with ability to prioritize focus across a large portfolio of large brands and customersShown ability to build and maintain positive relationships with a diverse set of internal and external stakeholders ranging from technical resources to senior level executivesWillingness to partner with peers in Sales and Account Management to retain and grow accountsGood understanding of value drivers in annual recurring revenue (ARR) and SaaS business modelsExperience with Microsoft Office 365 software suite, or equivalent collaboration softwareExperience 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 requirementsExperience with design and development accessibility best practicesExperience with web-based technologies including HTML, CSS, JavaScript, and PDFFamiliarity with software development lifecycle, systems integration processes, and electronic document creation and publishing processesExperience 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 2023, Level Access. All rights reserved.
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KPIs:
Gross Retention (dollars and logos)Software Adoption and Engagement - Product UtilizationCustomer Satisfaction (CSAT)/NPSAccessibility Maturity – demonstrable progress over time for your customers in achieving their goals and milestonesWhat You'll Do:
Relationship Management:
Intimately understand customer value drivers and their progress towards achieving their Accessibility goalsCoordinate and lead Business Reviews with Customer stakeholders and other Level Access account team membersPartner cross-functionally to support subscription renewals and mature opportunities for growthCollaborate with Account Managers to ensure customer renewal rates and retention meet or exceed targetsDevelop "trusted advisor" relationships with customer advocates and championsWork with customer leadership to develop playbooks for handling customer health and satisfactionWork 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 retentionPartner with customers to understand their current and future business goals, challenges and translate that into product and process strategies within Level Access' core product offeringEmpower customers to connect their goals and challenges with solutions in the platform while increasing engagement and adoptionWork across the customer's business org to communicate the value of the platform solution to their team and executivesAdvocate on behalf of customers by working cross-functionally with strategic and technical colleagues to deliver on customer needsProduct Adoption:
Champion strategies with customers and internal stakeholders to drive continued use of software and services productsEstablish adoption and engagement plans to measure success against targets - exposing customer expansion opportunities & churn risksWork 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 effortsRecommend training plan considering numerous customer needs and feedback. Provide training or engage other resources as neededPre-emptively spot patterns to improve the organizational usage, engagement, and adoption of the PlatformEngage with Level Access' product & engineering teams to translate customer feedback into product requirements for future roadmap releasesCustomer Advocacy:
Act as the voice of the customer within Level Access engaging leadership to drive long term improvementsProactively monitor the progress of customer engagements to ensure accessibility goals and milestones are on track and aligned with customer needsAct as the main point of contact for issues, when necessary, informing team of stakeholdersProvide 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 organizationMetrics driven, analytical, and process-oriented attitude with ability to prioritize focus across a large portfolio of large brands and customersShown ability to build and maintain positive relationships with a diverse set of internal and external stakeholders ranging from technical resources to senior level executivesWillingness to partner with peers in Sales and Account Management to retain and grow accountsGood understanding of value drivers in annual recurring revenue (ARR) and SaaS business modelsExperience with Microsoft Office 365 software suite, or equivalent collaboration softwareExperience 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 requirementsExperience with design and development accessibility best practicesExperience with web-based technologies including HTML, CSS, JavaScript, and PDFFamiliarity with software development lifecycle, systems integration processes, and electronic document creation and publishing processesExperience 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 2023, Level Access. All rights reserved.
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