Strategic Customer Success Manager - Onboarding & Growth

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

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.