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
Pay Range$70,000-$75,000
Skills Required
- 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
- Experience managing strategic customer accounts and driving adoption and retention
- Strong understanding of product solution personas, use cases, and customer pain points
- Excellent written and verbal communication skills, including engagement with executive-level stakeholders
- Proficiency with CRM platforms such as Salesforce or HubSpot
- Proficiency with Customer Success tools such as Gainsight, Totango, or ChurnZero
- Strong analytical skills and ability to provide actionable recommendations
- Ability to collaborate effectively across internal teams
- Certified Customer Success Manager certification
- Healthcare or Energy account management background
What We Do
Access is the fastest growing information management provider, globally. We’ve grown through our commitment to exceeding the expectations of our clients, company and community every day. We’re dedicated to delivering the very best customer experience to our clients, growth opportunities for our team members and active involvement and service to our local communities. For businesses requiring secure, cost-effective management of paper and digital documents, Access is the responsive partner with the proven expertise to help leverage your information assets. Access delivers extensive paper and digital document services with powerful technologies, analytics, and metrics to manage the lifecycle of your documents and, unlike traditional document storage options or technology offerings that only provide a partial solution, we provide comprehensive solutions and the very best service that advance the way our 27,500 clients manage information.
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