Customer Success Manager

Role Overview

• Own and lead complex, high‑value, or high‑risk customer relationships, demonstrating strong judgment and independent decision‑making
• Develop deep understanding of customer business objectives, success criteria, and accessibility maturity
• Serve as a trusted advisor to senior customer stakeholders, including executive‑level contacts
• Lead strategic Business Reviews, synthesizing data, outcomes, risks, and forward‑looking recommendations
• Anticipate customer challenges and proactively adjust engagement strategies to protect retention and long‑term value
• Design and execute customized adoption and engagement strategies aligned to customer goals and maturity
• Translate customer goals into actionable platform usage, process improvements, and roadmap alignment
• Identify patterns across accounts to surface expansion opportunities, churn risks, or systemic adoption barriers
• Provide advanced product guidance and contribute meaningful feedback into product and roadmap discussions
• Partner with Onboarding, Support, Services, and Product to remove blockers and improve time‑to‑value
• Lead coordination across Sales, Account Management, Product, Support, and Services to ensure cohesive customer execution
• Anticipate cross‑functional needs and proactively align stakeholders before issues escalate
• Advocate for customers by translating their needs into clear, actionable internal priorities
• Help resolve friction across teams while maintaining focus on customer outcomes and company goals
• Influence renewal and growth strategy through insight, data, and strong partnership with Account Management
• Act as a senior voice of the customer within the organization, influencing improvements beyond individual accounts
• Guide customers through accessibility program maturity, including process change, operationalization, and culture change
• Monitor progress against customer milestones and adjust strategies in response to evolving needs or ambiguity
• Support customers through complex or uncertain situations, providing clarity, prioritization, and confidence
• Serve as a resource and mentor to other CSMs by sharing best practices, insights, and guidance
• Contribute to the development and refinement of CS playbooks, frameworks, and scalable processes
• Identify recurring issues or inefficiencies and propose improvements that raise the bar for the entire team
• Model strong collaboration, communication, and accountability in alignment with CARE behaviors

Requirements

• 7+ years of experience in Customer Success, Account Management, or a related SaaS customer‑facing role
• Proven success managing complex, enterprise, or strategic customer relationships
• Strong understanding of SaaS business models, ARR, retention, and expansion drivers
• Demonstrated ability to operate independently, manage ambiguity, and solve non‑routine problems
• Excellent communication skills, with the ability to translate complex concepts for diverse audiences
• Experience using CRM and CS platforms (e.g., Salesforce, Gainsight) to manage and analyze customer portfolios
• High level of comfort partnering cross‑functionally and influencing without authority.
• Knowledge of digital accessibility regulations (e.g., ADA, Section 508) and WCAG 2.2 AA (Nice to Have)
• Experience guiding customers through organizational change or program maturity (Nice to Have)
• Familiarity with web technologies (HTML, CSS, JavaScript, PDFs) and accessibility best practices (Nice to Have)
• Experience contributing to process design, enablement, or team‑level initiatives (Nice to Have)
• CPACC preferred (Nice to Have)

Benefits

• Competitive benefits package
• Bonus opportunities
• Unlimited vacation/FTO