The primary purpose of the Customer Success Manager (CSM) is to drive customer
onboarding, adoption, and long‑term satisfaction to ensure customers realize the
full value of Access’ products and services. This role partners closely with
customers and internal teams to proactively monitor customer health, manage
risk, identify expansion opportunities, and support overall revenue retention.
As a CSM you will become a trusted advisor for your customers and work to help
them….
Primary Functions
Participate in customer onboarding and implementation to ensure smooth
product adoption and a positive customer experience. We want customers first
impressions to be a great one and to ensure they start off on the right foot
for success.
Monitor customer health metrics and proactively address risks to retention or
satisfaction.
Build and maintain strong relationships with key customer stakeholders,
acting as a trusted advisor and thought leader.
Collaborate with Sales to create account plans and identify upsell or
cross‑sell opportunities.
Lead quarterly business reviews to reinforce value realization and drive
product usage optimization.
Serve as the voice of the customer by documenting use cases and sharing
insights with Product, Marketing, and Sales teams.
Manage renewal processes and advocate for customer needs to minimize churn
and maximize lifetime value.
Escalate expansion opportunities (upsell/cross-sell) discovered during
customer interactions to Sales.
Provide training and enablement to help customers achieve desired outcomes
and improve adoption health.
Analyze customer data to identify trends, inform strategic planning, and
deliver actionable insights.
Secondary Functions
Partner with cross‑functional teams to improve processes and enhance the
customer experience.
Support internal initiatives related to product education, revenue retention,
and customer advocacy.
Qualifications
Bachelor’s degree in Business Administration, Marketing, Communications, or a
related field.
3–6 years of experience in Customer Success, Account Management, or
client‑facing roles within SaaS, RIM, or subscription‑based industries.
Certified Customer Success Manager (CCSM) certification is a plus.
Competencies
Proven track record managing strategic customer accounts and driving adoption
and retention.
Strong understanding of product solution personas, use cases, and common
customer pain points.
Ability to negotiate the use of Access resources to resolve issues and ensure
successful customer outcomes.
Excellent written and verbal communication skills with the ability to engage
executive‑level stakeholders.
Proficiency with CRM platforms (Salesforce, HubSpot, etc.) and Customer
Success tools (Gainsight, Totango, ChurnZero).
Strong analytical skills with the ability to interpret data and provide
actionable recommendations.
Self‑motivated, organized, and able to work independently in a fast‑paced
environment.
Ability to collaborate effectively across internal teams to drive customer
results.
Healthcare or Energy account management background a plus for roles on those
teams.
Territory
Assigned Mid-Market Accounts
Physical Requirements
Occasional lifting and/or moving up to 25 pounds.
Frequent reaching with hands and arms.
Specific vision abilities required include close vision (working on a
computer, etc.).
Frequent sitting and standing.
All qualified applicants will receive consideration for employment.
EEO/AA/Minorities/Females/Disabled/Vets