Customer Success Manager

SSB BART Group; Mississippi; Remote; USD 70,000 - 110,000; Full time

Job summary

Join a leading organization revolutionizing digital accessibility as a Customer Success Manager. You will be at the forefront of driving product adoption, building customer relationships, and ensuring satisfaction. This role offers a dynamic environment focused on personal growth and inclusivity, with a competitive salary and benefits package. If you are passionate about making an impact and have substantial experience in customer success, we want to hear from you.

Benefits

Medical, dental, and vision insurance

Flexible time off

401(k) with employer match

Professional development opportunities

Qualifications

• 5+ years in a Customer Success Manager or Account Manager role in SaaS.
• Strong ability to maintain positive relationships with stakeholders.
• Familiarity with accessibility regulations is a plus.

Responsibilities

• Drive product adoption and engagement for customer portfolios.
• Coordinate Business Reviews and partner with cross-functional teams.
• Act as a trusted advisor for customers, promoting long-term value.

Skills

Customer relationship management

Analytical skills

Stakeholder engagement

Problem-solving

Education

Bachelor's degree in a related field

Tools

Gainsight

Salesforce

Microsoft Office 365

Job description

Join the team revolutionizing the digital accessibility industry

Here at Level Access, our mission is to enable all people to live their best lives through access to technology. Our values are:

Be the change

Our work at Level Access helps open the digital world to everyone. But in order to help make that change, we must first be the change.

Boldly go

Our success requires us to be bold—in the goals that we set and how we act on them. But we are accountable. We own our bold ideas—and their outcomes.

Bring the energy

We are responsible for the type of energy we bring to every situation. And we approach our world-changing work with an achievement focused, no-limits mindset.

Build together

We are united by a bold, energizing mission, and success is not a one-person job. Our commitment to working and building together makes our work possible.

A few of our employee benefits

Staying well

Well-being perks include medical, dental, and vision insurance, plus fitness reimbursement.

Recharging

We honor flexible time off because we don’t just believe in work-life balance, we practice it.

We collaborate seamlessly and support each other from every corner of the world. And we like it that way.

Retirement

We have an established a 401(k) plan with an employer match.

Learning

We invest in personal development because being the best in the business is important to us.

Who we need

We look for candidates who are positive, passionate, flexible, professional, and respectful, and who will contribute to our culture of inclusivity with their unique perspectives. If you’re one of them, here are the positions we’re looking to fill:

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 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
• 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.
Level Access is committed to workforce diversity. Equal Opportunity Employer. Copyright 2025, Level Access. All rights reserved.

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