Customer Success Manager

Access One; Chicago (IL); Hybrid; USD 75,000 - 80,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

401(k) with company match

Generous PTO

Flexible work environment

Company events

Volunteer opportunities

Job summary

Access One is a business technology services and telecommunications provider delivering scalable solutions for clients. The Customer Success Manager builds long-term relationships by serving as the client liaison, combining soft and hard skills to manage diverse needs.

This hybrid role emphasizes superb communication, organization, and time management, handling onboarding, quarterly reviews, escalation of issues, and thorough documentation to ensure client satisfaction and retention.

Qualifications

• 2–5 years of experience in customer service or related roles.
• Familiarity with Microsoft applications (Outlook, Teams, Excel, Word, SharePoint).
• Experience working with ticketing systems (ConnectWise preferred).

Responsibilities

• Build relationships with assigned clients, including onboarding and quarterly reviews.
• Establish trusted advisory relationships to drive customer satisfaction.
• Maintain customer success strategies with regular check-ins and follow-ups.
• Serve as escalation point for client issues with cross‑department involvement.
• Communicate with senior management to understand needs and drive retention.
• Create and maintain runbooks, guides, and key client documents.
• Keep contact details and account information up to date.
• Audit services to ensure accurate billing; open tickets for adjustments.
• Provide access to online billing portals and answer billing questions.

Skills

Customer service

Account management

Communication

Time management

Organizational skills

Relationship management

Tools

Outlook

Teams

Excel

Word

SharePoint

ConnectWise

Job description

Access One is a business technology services and telecommunications provider dedicated to delivering world-class solutions and an award-winning client experience. Founded in 1993, Access One provides seamless, scalable technological services that evolve with our client's businesses. Our custom-tailored solutions can be delivered modularly or as a complete, end-to-end package, ensuring clear accountability across business phones, communications platforms, managed IT, cybersecurity, security systems, and cloud-based services. By simplifying technology management, Access One helps businesses reclaim time and increase productivity. Our clients' success is our success.

The Customer Success Manager develops and maintains long-term business relationships by serving as an internal advocate and client liaison. This role will require a hybrid of soft and hard skills required to manage customer relationships. In addition, this role will demonstrate superb communication, organization, and time management skills, with the ability to effectively handle several diverse and complex needs at the same time.

Job Responsibilities

• Build relationships with assigned clients, which includes being involved in any customer calls, ranging from onboarding calls, quarterly review calls and more.
• Establish a trusted and strategic advisor relationship to help drive high levels of customer satisfaction.
• Maintain and implement customer success strategies and best practices by utilizing regular “check-ins” for consistent communication. Following up on any and all items that have crossed your path.
• Serve as escalation point for client issues, and work to involve any necessary departments and management teams as needed.
• Communicate effectively with both internal and external senior level management to understand client needs, maximize retention and growth, and communicate learnings.
• Responsible for helping maintain accurate documentation including creating a runbook for each change order, specific self-help guides, important documents and contacts.
• Stay informed on the customer account details and work to ensure contact information and other pertinent details are updated accordingly.
• Audit account services to ensure billing and details are on point, open tickets as needed for any adjustments.
• Work to provide access to online billing portal and answer questions regarding billing amounts and service inquiries.

Qualifications

• 2 – 5 years of experience as a Customer Service Manager, Customer Service Representative or Customer Service-related role.
• Familiarity with Microsoft applications (Outlook, Teams, Excel, Word, SharePoint).
• Experience working with ticketing systems (ConnectWise preferred).

Preferred Qualifications

• Experience at a Managed IT Services Provider (MSP) preferred.
• Strong organizational and time management skills.

Who you are

• Strong attention to detail and ability to identify concerns proactively before they become larger problems.
• Able to understand the client's priorities and ability to manage competing multiple tasks effectively.
• Strong communication skills along with ability to maintain accurate documentation and client records consistently.
• Consistent demonstration of strong organizational, project/program management, change management, documenting and problem-solving skills.
• Demonstrates strong follow-through and accountability while orchestrating across multiple groups to ensure client's outcomes are met in a fast-paced environment.
• Self-motivated with a customer-focused mindset and a sense of urgency when needed.
• Comfortable learning new systems and technologies quickly.
• Self-motivated and highly organized with strong task tracking and follow-up skills.
• Ability to maintain accurate documentation and client records consistently.

Compensation

• Base salary $75,000 - $80,000

Why Access One

• Opportunities to grow your career and expand your expertise
• Continuous learning and professional development
• Advancement opportunities based on consistent performance
• Exposure to a broad portfolio of telecom and managed IT solutions
• Comprehensive health, dental, and vision coverage
• 401(k) with company match
• Generous PTO and flexible work environment
• Engaging company events supporting work-life balance
• Volunteer and donation opportunities to support the community

Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.