Customer Success Manager

Access | Information Management; Peabody (MA); On-site; USD 70,000 - 110,000; Full time

Job summary

Access | Information Management is seeking a Customer Success Manager (CSM) to drive onboarding, adoption, and long-term satisfaction for its customers in the healthcare, energy, or enterprise spaces. You will partner with customers and internal teams to monitor health, manage renewals, and identify expansion opportunities, delivering value and reducing churn.

The role emphasizes proactive engagement, trust-building with executive sponsors, and hands-on enablement to maximize product usage.

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 SaaS roles.
• CCSM certification is a plus.

Responsibilities

• Drive customer onboarding and implementation to ensure smooth adoption.
• Monitor health metrics and address risks to retention.
• Lead quarterly business reviews and advocate for customer needs.
• Collaborate with Sales to identify upsell or cross-sell opportunities and renewals.

Skills

Customer Success

Account Management

SaaS

CCSM

Education

Bachelor's degree in Business Administration, Marketing, Communications, or related field

Tools

Salesforce

HubSpot

Gainsight

Totango

ChurnZero

Job description

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 Healthcare, Energy, or Enterprise 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