Customer Success Manager

The Senior Customer Success Manager is a highly experienced individual contributor who owns complex, high‑impact customer relationships and plays a critical role in shaping Customer Success practices, outcomes, and cross‑functional alignment.

This role is responsible not only for driving customer retention, adoption, and value realization across a portfolio of strategic customers, but also for leading through influence — mentoring peers, improving processes, and proactively aligning internal teams to customer outcomes.

Senior CSMs operate with a high degree of autonomy, apply deep domain expertise to non‑routine problems, and act as trusted advisors to both customers and internal stakeholders.

Success Measures (KPIs)

• Gross Retention (dollars and logos) across a complex or strategic book of business
• Product Adoption and Engagement (utilization, depth, and maturity over time)
• Customer Satisfaction (CSAT / NPS)
• Accessibility Maturity and long‑term progress against customer goals
• Contribution to team‑level improvements (playbooks, process, enablement)

Key Responsibilities

Strategic Relationship Ownership

• 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

Customer Value, Adoption & Outcomes

• 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

Cross‑Functional Leadership & Influence

• 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

Customer Advocacy & Program Maturity

• 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

Team Impact, Mentorship & Process Improvement

• 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

Qualifications

Required

• 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

Nice to Have

• Knowledge of digital accessibility regulations (e.g., ADA, Section 508) and WCAG 2.2 AA
• Experience guiding customers through organizational change or program maturity
• Familiarity with web technologies (HTML, CSS, JavaScript, PDFs) and accessibility best practices
• Experience contributing to process design, enablement, or team‑level initiatives
• CPACC preferred

What Success Looks Like in This Role

• Customers view you as a strategic partner, not just a point of contact
• Complex customer challenges are anticipated, managed, and resolved effectively
• Cross‑functional teams are aligned and trust your leadership
• Retention and adoption outcomes are strong across your portfolio
• Other CSMs benefit from your experience, mentorship, and shared best practices
• The Customer Success organization operates more effectively because of your contributions