Manager, Customer Success

Level Access is a leading accessibility solutions provider, dedicated to ensuring digital equality for all individuals. We are seeking a highly energetic and motivated leader in Customer Success to join our dynamic Customer Experience team!

As Manager of Customer Success at Level Access, you will be responsible for leading a team of Customer Success Managers (CSM’s) to ensure customers achieve their desired outcomes while using our products and services. The role focuses on customer satisfaction, retention, reducing churn, driving high adoption of products and services, fostering strong relationships and working cross-functionally with other departments to drive success.

Key Responsibilities

Team Leadership

• Lead, mentor and develop a team of Customer Success Managers with a customer-focused mentality.
• Provide hands on coaching and mentoring to team members on strategies and tactical plans to achieve customer advocacy and trusted advisor status.
• Conduct regular team meetings and one-on-one sessions to provide feedback and support.
• Monitor team performance, set goals and implement strategies to achieve departmental objectives.
• Mentor the team to be long term oriented with customer and constantly looking for opportunities to build loyalty by demonstrating value for the customer.
• Identify and implement opportunities for process improvement and efficiency.
• Handle conflicts constructively and reach agreements on critical issues.
• Accept responsibility for team outcomes, both successes and failures.
  
  

Customer Relationship Management

• Develop and maintain strong relationships with key customers.
• Enable the team to ensure customers achieve their desired outcomes using our solutions.
• Act as an escalation point for customer issues, ensuring timely and effective resolution
  
  

Customer Success Strategy

• Develop and implement strategies to improve customer experience, retention and growth.
• Analyze customer data to identify trends and opportunities for improvement.
• Collaborate with cross functionally to align on customer success initiatives.
• Define and operationalize an enhanced customer lifecycle to grow future lifetime value through higher/deeper product adoption, customer satisfaction, NPS, and overall health scores.
• Create reporting and dashboards to measure results against KPI targets, along with the associated cadence.
• Develop and implement customer success strategies and best practices
  
  

Requirements

• Bachelor’s degree and at least 10 years of experience at a SaaS company, and at least five years of leadership experience.
• A track record of leading a customer success team to consistently achieve and exceed revenue, customer satisfaction, churn and retention goals.
• Experience with frontline executive level customer communication, management and negotiations of operational issues and escalations.
• Outstanding business judgment, interpersonal, collaboration and team building skills.
• Superb written and verbal communication skills and a demonstrated ability to collaborate across multiple functions and geographies while delivering meaningful, high-impact results.
• Experience as a thought leader with an ability to influence outcomes and quickly turn data into business insights.
  
  

Application Process

If you are looking to contribute to a dynamic and fast-paced environment while growing your career in Customer Experience, we invite you to apply for this exciting opportunity with Level Access! 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 2024, Level Access. All rights reserved.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.