Strategic CSM - Growth & Renewal (Remote)

Access-Information-Management; Peabody (MA); Remote; USD 70,000 - 75,000; Full time

Job summary

Access-Information-Management is seeking a remote Customer Success Manager to own customer outcomes and drive measurable value. You will nurture executive relationships, orchestrate cross‑functional teams, and coordinate renewal and expansion opportunities for a SaaS portfolio from Peabody, MA.

The role emphasizes proactive health monitoring, strategic advocacy, and collaboration across Support, Operations, Billing, Product, and Sales to ensure customer success and long-term retention.

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.
• 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 orchestrate Access resources to resolve issues without personally owning transactional work.
• Excellent written and verbal communication skills with the ability to engage executive-level stakeholders.
• Proficiency with CRM platforms (Salesforce, etc.) and Customer Success tools
• 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.

Responsibilities

• Own Customer Success & Value: Understand each customer's objectives and build success plans with measurable outcomes.
• Monitor customer health, adoption, and value realization on an ongoing basis.
• Protect Revenue: Identify churn risk early and develop recovery plans for at‑risk customers.
• Drive Expansion & Growth: Identify whitespace and upsell opportunities and partner with Sales.
• Build Strategic Relationships: Develop executive sponsorship and advocate for customers.
• Orchestrate Access: Engage Support, Operations, Billing, Product, and Sales on the customer's behalf.

Skills

Relationship management

Renewals

Cross-functional collaboration

Strategic account management

CRM familiarity

Analytical skills

Communication skills

Education

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

Tools

Salesforce

Customer Success tools

Job description

Access-Information-Management is seeking a remote Customer Success Manager to own customer outcomes and drive measurable value. You will nurture executive relationships, orchestrate cross‑functional teams, and coordinate renewal and expansion opportunities for a SaaS portfolio from Peabody, MA.

The role emphasizes proactive health monitoring, strategic advocacy, and collaboration across Support, Operations, Billing, Product, and Sales to ensure customer success and long-term retention.