The primary purpose of the Customer Success Manager (CSM) is to drive customer onboarding, adoption, and long‑term satisfaction to ensure customers realize the full value of Access’ products and services. This role partners closely with customers and internal teams to proactively monitor customer health, manage risk, identify expansion opportunities, and support overall revenue retention. As a CSM you will become a trusted advisor for your customers and work to help them….
Primary Functions
- Participate in customer onboarding and implementation to ensure smooth product adoption and a positive customer experience. We want customers first impressions to be a great one and to ensure they start off on the right foot for success.
- Monitor customer health metrics and proactively address risks to retention or satisfaction.
- Build and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and thought leader.
- Collaborate with Sales to create account plans and identify upsell or cross‑sell opportunities.
- Lead quarterly business reviews to reinforce value realization and drive product usage optimization.
- Serve as the voice of the customer by documenting use cases and sharing insights with Product, Marketing, and Sales teams.
- Manage renewal processes and advocate for customer needs to minimize churn and maximize lifetime value.
- Escalate expansion opportunities (upsell/cross-sell) discovered during customer interactions to Sales.
- Provide training and enablement to help customers achieve desired outcomes and improve adoption health.
- Analyze customer data to identify trends, inform strategic planning, and deliver actionable insights.
Secondary Functions
- Partner with cross‑functional teams to improve processes and enhance the customer experience.
- Support internal initiatives related to product education, revenue retention, and customer advocacy.
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 negotiate the use of Access resources to resolve issues and ensure successful customer outcomes.
- Excellent written and verbal communication skills with the ability to engage executive‑level stakeholders.
- Proficiency with CRM platforms (Salesforce, HubSpot, etc.) and Customer Success tools (Gainsight, Totango, ChurnZero).
- 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.
Territory
- Assigned Healthcare, Energy, or Enterprise Accounts.
Physical Requirements
- Occasional lifting and/or moving up to 25 pounds.
- Frequent reaching with hands and arms.
- Specific vision abilities required include close vision (working on a computer, etc.).
- Frequent sitting and standing.
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 related field
- 3-6 years experience in Customer Success, Account Management, or client-facing SaaS/subscription roles
- Proven track record managing strategic customer accounts and driving adoption and retention
- Proficiency with CRM platforms (Salesforce, HubSpot)
- Proficiency with Customer Success tools (Gainsight, Totango, ChurnZero)
- Excellent written and verbal communication skills, able to engage executive-level stakeholders
- Strong analytical skills to interpret customer data and provide actionable recommendations
- Certified Customer Success Manager (CCSM) 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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