Job Description

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.
• 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

Location(s)

4 First Ave, Peabody , Massachusetts 01960 , United States

Pay Range

$70,000-$75,000

If you have any issues with the application process, please contact accesscareers@accesscorp.com.

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