Customer Success Manager (Remote)

• The Customer Success Manager (CSM) owns the customer relationship and outcome.
• This role is accountable for helping assigned customers realize measurable value
• from Access' products and services, navigate their physical-to-digital
• transformation, and grow their partnership with Access over time. The CSM
• proactively monitors customer health, protects revenue, identifies expansion
• opportunity, and builds strategic relationships at the executive level, while
• orchestrating the broader Access organization (Support, Operations, Billing,
• Product, and Sales) to resolve day-to-day and transactional needs, rather than
• absorbing that work personally.

As a CSM, you will become a trusted advisor to your customers and the connective

point between their priorities and Access' ability to deliver on them.

Key Responsibilities

• Own Customer Success & Value
• Understand each customer's business 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.
• Partner on renewal strategy and advocate for customer needs to minimize

churn.

• Strengthen executive relationships to reduce single-threaded risk.

Drive Expansion & Growth

• Identify whitespace, cross-sell, and upsell opportunity and partner with

Sales to progress it.

• Support expansion across additional locations, services, and business units.
• Identify physical-to-digital and Access Unify opportunities within the

account.

Build Strategic Relationships

• Build relationships beyond day-to-day contacts and develop executive

sponsorship.

• Understand changing customer priorities and create advocates and references.

Orchestrate Access

• Quarterback cross-functional customer outcomes by engaging Support,

Operations, Billing, Product, and Sales on the customer's behalf.

• Keep ownership of the relationship clear while escalating transactional work

rather than owning it directly.

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.

Competencies

• 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

• Strong analytical skills with the ability to interpret data and provide

actionable recommendations.

• 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.

Success Measures

• Customer health, executive relationship depth, and FBR/QBR quality (Engage)
• ARR, renewal rate, and revenue at risk (Retain)
• NPS/CSAT, customer advocacy, and customer effort (Experience)
• Physical-to-digital and Access Unify adoption (Transform)
• Expansion pipeline, expansion bookings, and share of wallet (Grow)

Territory

• Mid-Market

• All qualified applicants will receive consideration for employment.
• EEO/AA/Minorities/Females/Disabled/Vets